Generalist Support Analyst

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

WHY THIS ROLE MATTERS

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

WHAT YOU WILL DO

• Investigate basic customer billing disputes through data analysis with a variety of tools  
• 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, multitask, and be a problem solver
• Contribute to internal and external knowledge bases and documentation
• Strong analytical skills to identify anomalies in billing data and proactively resolve charge disputes
• Effectively communicate and clearly convey customers' issues and concerns related to billing, invoices, and credits while proposing corrective actions and resolution.

WHO WE ARE 

• An organization for the 2020s. We are flexible, supportive, professional, creative, and demanding
• A global team of smart, imaginative, and self-motivated people working in a fast-paced environment. 
• Problem solvers and technology disruptors. We lead change, seek out new ideas, and different views. We want big and bold ideas to anticipate future needs. 

YOU ARE 

• Fluent in English. Fluency in Spanish is highly desired.
• Degree education. 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 MS Excel skills. You enjoy investigating small datasets and identifying inconsistencies.
• Collaborative and friendly. You excel at communicating with diverse stakeholders. 
• Problem solver. You proactively identify gaps and challenges, pitching solutions.
• Team player. Work with a diverse group of team members, provide support, share knowledge, and contribute to the team's success.
• Comfortable in a fast-paced, global & multicultural environment.

Highly Desirable Skills & Experiences

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

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.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

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.