Client Support Analyst 3

Get to Know Us:

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.

Work, Play and Grow at BlackLine!

Make Your Mark:

The Knowledge Base Specialist role is responsible for updating and maintaining both client facing and internal Knowledge Base articles, videos, training, and processes while working directly with Support Management. This position requires an understanding of BlackLine Client Support best practices, as well as our clients to create and maintain this knowledge base repository. This position collaborates with other individuals in Customer Team and Marketing to create cohesive and comprehensive Knowledge Base assets.

You'll Get To:

• Create, audit, maintain and update documents and articles for publishing in both the client facing Knowledge Base (KB) and the internal KB via Confluence
• Use Camtasia to create How-to videos, engaging BlackLine teammates for voice-over recordings.
• Create, maintain, and update videos for publishing in our Watch and Learn series and beyond; partner with Customer Training to understand best practices for asset library maintenance and cadence for review and updates.
• Manage and prioritize necessary topics for future videos based on feedback from Support Management/Leadership
• Partner with internal team members to identify knowledge solution that will deliver all business requirements
• Elevate existing knowledge bases and team processes to deliver innovative content on time, in full. Make answers quick and easy to find
• Proactively build the content library, validate content accuracy, and manage the content lifecycle to ensure content remains up to date and accurate " this includes proactive review of assets compared to quarterly product releases
• Schedule Quarterly reviews of the content library to identify areas that need to be updated/expanded
• Conduct regular training on the utilization of the content library Client Support Analysts to ensure consistency in how all Client Support Analysts communicate with clients.
• Update, expand and maintain current internal Client Support training curriculum
• Maintain links generated by Global Training and Customer Teams
• Update and maintain Support Standard Operating Procedures (SOP) in Confluence
• Work tickets and cases as needed to further fine tune documentation
• Perform other duties as assigned

What You'll Bring:

• At least 3 years in a BlackLine customer facing role, and 2 years in a role building step-by-step guides, walkthroughs, or training materials
• Education: Bachelor's degree or the equivalence in work experience

Technical/Specialized Knowledge, Skills, and Abilities:

• Knowledge of Salesforce ticketing
• Knowledge of Camtasia
• Knowledge of Confluence

Other:

• Ability to analyze a problem and direct appropriate course of action
• Professional attitude and desire to resolve issues with patience and understanding
• Strong technical skills
• Effective time management and prioritization skills
• Strong communication skills, both written and verbal, with the ability to tailor messaging to be appropriate for the audience

We're Even More Excited If You Have:

• Knowledge of SQL database preferred
• Any experience with business systems such as SAP, Oracle, PeopleSoft, Hyperion, etc. would be a plus

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

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 2 days a week.