Hybrid Application Support Analyst – Customer-Focused

BlackLine; Reforma; Híbrido; MXN 240.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Meal vouchers

Private medical insurance

Dental and vision plans

Life insurance

Free daily meals

Descripción de la vacante

BlackLine is hiring an Application Support Analyst in Mexico City for a hybrid role (3 days in-office, 2 days from home) at our Reforma offices. You will handle incoming customer inquiries, troubleshoot with resources, and escalate when needed to Senior Application Support Analyst Services.

The position includes meal vouchers and a comprehensive benefits package. You will collaborate with customers and technical staff to resolve issues with software applications, analyze data for projects, and

Formación

• Professional working proficiency in English (written and verbal).
• Ability to analyze a problem and direct appropriate course of action.
• 2+ years prior experience in a customer/tech support position, accounting, financial, or banking experience is a plus.

Responsabilidades

• 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.

Conocimientos

English proficiency

Analytical thinking

Customer service orientation

Problem-solving

Team player

Herramientas

APIs

MS Office

Ticket management systems

Web-based applications

Browser issue resolution

Descripción del empleo

BlackLine is hiring an Application Support Analyst in Mexico City for a hybrid role (3 days in-office, 2 days from home) at our Reforma offices. You will handle incoming customer inquiries, troubleshoot with resources, and escalate when needed to Senior Application Support Analyst Services.

The position includes meal vouchers and a comprehensive benefits package. You will collaborate with customers and technical staff to resolve issues with software applications, analyze data for projects, and