Application Support Analyst 1

About the role

BlackLine is hiring an Application Support Analyst 1 in its centrally located offices in Reforma, Mexico City. The role handles incoming customer support inquiries, troubleshoots issues using various resources and escalates complex issues to a Senior Application Support Analyst. It is a hybrid position (3 days in the office, 2 days from home).

Key responsibilities

• Handle incoming support inquiries and gather customer information to identify the underlying problem.
• Analyze data to support proposed projects, business cases and system requirements.
• Coordinate with customers and technical staff to resolve software application issues.
• Test, implement, document and maintain software applications.
• Use formalized development methodology to identify and mitigate security and business-process risks.
• Document the issue and the resolution process.

Required profile

• 2+ years of prior experience in a customer support position, accounting, finance or banking.
• Ability to analyze problems and direct the appropriate course of action.
• Professional attitude, patience and understanding when answering customer inquiries; service-oriented.

Required skills

• Web-based applications and related technical knowledge (a plus).
• APIs, MS Office, ticket management systems and browser issue resolution (a plus).

What we offer

• Hybrid work (3 days in the office, 2 days from home).
• Free daily meals and snacks.
• Meal vouchers, private medical insurance, dental and vision plans, and life insurance.