Application Support Analyst 2

BlackLine; Reforma; Hybrid; MXN 260,000 - 380,000; Full time

Benefits offered by this job

Meal vouchers

Private medical insurance

Dental and vision plans

Life insurance

Job summary

BlackLine is seeking an Application Support Analyst in Mexico City. You will handle customer inquiries, perform troubleshooting, and escalate complex issues to a Senior Analyst.

You will coordinate with customers and technical staff to resolve software application issues and ensure quality through testing, documentation, and standard processes. The role operates in a hybrid setup (3 days in-office, 2 days at home) at a central Reforma office, with daily meals and other perks.

Qualifications

• 2+ years in a customer support role.
• Experience with accounting, financial, or banking apps is a plus.
• 2+ years Web-based applications experience (SQL queries, APIs, MS Office, ticket systems, browser issue resolution).
• Bachelor's degree in related field.

Responsibilities

• Handle incoming customer support inquiries and troubleshoot using available resources.
• Elevate issues to Senior Application Support Analyst when necessary.
• Coordinate with customers to determine requirements and provide technical solutions.
• Analyze data supporting projects, business cases, and system requirements.
• Test, implement, document and maintain software applications.
• Work as part of a team to support applications and ensure security and process integrity.

Skills

Customer support

SQL queries

APIs

MS Office

Ticket Management Systems

Education

Bachelor's degree in related field

Tools

Ticket Management Systems

MS Office

APIs

SQL

Job description

Make Your Mark:

The Application Support Analyst position is responsible for handling any incoming customer support inquiries, performing troubleshooting using various resources, and if needed, elevates issue to Senior Application Support Analyst Services.

You’ll Get To:

• Coordinate with customer to determine functional requirements and determine technical solutions.
• Analyze data in support of proposed projects, business cases, and system requirements.
• Coordinate with customers and/or technical staff to resolve issues with software applications.
• Use accepted project management, application development and documentation standards and processes.
• Test, implement, document and maintain software applications.
• Work as a member of a team and provide support for applications.
• Use formalized development methodology to assure that risks to security and business process integrity are identified and mitigated.
• Gather the customer’s information and determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.
• Identify what the customer is trying to accomplish.
• Use available knowledge & resources to provide possible solutions.
• Document client issue and process of resolution.
• Handle incoming support inquiries.
• This is a hybrid role (3 days in-office, 2 days working from home) in our centrally located offices in Reforma, free daily meals, snacks and other perks provided!
• Our competitive compensation plan includes meal vouchers, private medical insurance coverage, dental and vision plans, life insurance.

What You’ll Bring:

• Ability to analyze a problem and direct appropriate course of action.
• Professional attitude and desire to answer customer inquiries and resolve issues with patience and understanding; must be service-oriented.
• 2+ years prior experience in a customer support position, familiarity with accounting, financial, or banking applications is a plus.
• 2+ years Web-based applications experience and related technical knowledge–for example, SQL queries/scripting, APIs, MS Office, Ticket Management Systems, resolution of browser issues, etc.)
• Bachelor’s degree in related field.

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world’s most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It’s a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner’s continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.

Accommodations:

BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.