Generalist Support Analyst

Join Vonage and help us innovate cloud communications for businesses worldwide!

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.

Why this role matters:

We are currently looking for a Generalist Support Analyst, who will provide direct support to customers, to answer enquiries related to admin or financial setup of their account(s). Your contributions will be essential to ensure our customers receive outstanding and efficient support.

In this role, you’ll:

• 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

What you’ll bring:

Required

• 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.

Desirable

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

Where you will work:

This position offers a 100% remote work arrangement based out of Mexico. 

Sponsorship is not available. Legal authorization to work in Mexico is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

At Vonage, our mission is to accelerate the way the world connects. As an emerging leader in the $10B+ cloud communications platform (CPaaS) market, we empower businesses to connect better with their customers, employees, and partners through transformative communications experiences. Our innovative solutions span messaging, voice, video, and data technologies, providing seamless and engaging interactions for customers like Airbnb, Viber, WhatsApp, and Snapchat.

Join us to be part of a dynamic team committed to shaping the future of connectivity!

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.