Hybrid Application Support Analyst II: Troubleshooter

BlackLine; Reforma; Hybride; MXN 260 000 - 380 000; Plein temps

Avantages offerts par ce poste

Meal vouchers

Private medical insurance

Dental and vision plans

Life insurance

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer support

SQL queries

APIs

MS Office

Ticket Management Systems

Formation

Bachelor's degree in related field

Outils

Ticket Management Systems

MS Office

APIs

SQL

Description du poste

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.