Application Support Analyst 1 (Customer Service)

Responsibilities

• Handle incoming customer support inquiries, performing troubleshooting using various resources and escalating issues to senior analysts as needed.
• Coordinate with customers to determine functional requirements and provide technical solutions.
• Analyze data to support 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 formal development methodology to assure that risks to security and business process integrity are identified and mitigated.
• Gather customer information and determine issues by analyzing symptoms and uncovering underlying problems.
• Identify what the customer is trying to accomplish.
• Use available knowledge & resources to provide possible solutions.
• Document client issues and resolution processes.
• Handle incoming support inquiries.

Qualifications

• 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, with a focus on accounting, financial, or banking applications.
• 2+ years Web‑based applications experience and related technical knowledge (e.g., SQL queries/scripting, MS Office, Ticket Management Systems, resolution of browser issues).
• Bachelor's degree in a related field.

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.