Associate Application Support Analyst Job at BlackLine – in Melbourne VIC
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.
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
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.)
About the Company
Company: BlackLine –
Company Location: Melbourne VIC