Junior Support Analyst

About the Company

It's fun to work in a company where people truly believe in what they're doing At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications. Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.

Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.

About the Role

The Associate Applications Support Analyst position is responsible for handling incoming customer support inquiries, providing support for frequently asked questions, and if needed, elevating issues to Senior Application Support Analyst Services.

Responsibilities

• Coordinate with customer to determine functional requirements and determine technical solutions.
• Analyze data in support of proposed projects, business cases, and system requirements.
• Use accepted project management, application development and documentation standards and processes.
• Field high-volume of frequently asked questions.
• Contribute to the development of a Self-Service Support Portal by creating training materials, testing the system, and running quality assurance for support team.
• Test, implement, document and maintain support FAQs/solutions.
• Work as a member of a team and provide support for the application.
• 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 need by analyzing the symptoms and figuring out the underlying problem, elevating complex cases to senior level analysts.
• Use available knowledge & resources to provide possible solutions.

Qualifications

• 1+ years prior experience in a customer support position, with a focus on accounting, financial, or banking applications.
• 1+ years Web-based applications experience and related technical knowledge--for example, SQL queries/scripting, MS Office, Ticket Management Systems, resolution of browser issues, etc.

Required Skills

• Ability to interpret client inquiries 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.
• Willingness to learn.
• Experience with ticketing systems.
• Excellent interpersonal skills, be flexible, enthusiastic, and good aptitude for cloud software applications.

Preferred Skills

• Experience in a technology-based company with a sense of adventure and a vision for the future.

Pay range and compensation package

BlackLine recognizes that the ways we work and the workplace itself have 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 2 days a week.

Equal Opportunity Statement

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.

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