Generalist Support Analyst

Summary

Join Vonage as a Generalist Support Analyst and provide direct support to customers regarding their account's admin or financial setup. You will collaborate with various teams to resolve customer issues, ensuring outstanding and efficient support. This role requires excellent admin support skills across multiple communication channels and the ability to learn quickly, prioritize tasks, and solve problems. You will contribute to internal and external knowledge bases. The position is 100% remote in Mexico, and sponsorship is not available. Vonage is a global cloud communications leader helping businesses accelerate their digital transformation.

Requirements

• Fluent in English. Fluency in Spanish highly desired
• Bachelor’s degree required, preferably in Business
• Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines
• Customer focused, always thinking about how to improve tools and processes for your internal and external customers
• Numerate and literate, with good excel skills. You enjoy investigating small data sets and finding inconsistencies
• Collaborative and friendly. You excel at communicating with diverse stakeholders
• A problem solver. You proactively identify gaps and challenges, pitching solutions
• Comfortable in a fast pace, global & multicultural environment
• Legal authorization to work in Mexico is required

Responsibilities

• Provide excellent admin support for our customers via all relevant communication channels
• Actively collaborate with cross functional teams (Operations, Sales, Support, Finance, Legal, Product, Carrier Services) to resolve any customers’ admin or financial issues
• Demonstrate the ability to learn rapidly, prioritize, multi-task and be a problem solver
• Contribute to internal and external knowledge bases and documentation

Preferred Qualifications

• Top notch JIRA, Zendesk and Salesforce skills
• Experience in a tech company
• Familiarity with G-Suite

Benefits

100% remote work arrangement based out of Mexico