Generalist Support Analyst at Vonage

Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Communications, TelecommunicationsIndustries

Requirements

Fluent in English (fluency in Spanish highly desired)
Bachelor’s degree required, preferably in Business
Process-oriented and adaptable, able to juggle multiple steps in complex process maps while delivering on tight deadlines
Customer-focused, always thinking about improving tools and processes for internal and external customers
Numerate and literate, with good MS Excel skills; enjoys investigating small datasets and identifying inconsistencies
Collaborative and friendly, excels at communicating with diverse stakeholders
Problem solver, proactively identifies gaps and challenges, pitches solutions
Team player, works with diverse team members, provides support, shares knowledge, contributes to team success
Comfortable in a fast-paced, global, and multicultural environment
Highly desirable: Top-notch JIRA, Zendesk, and Salesforce skills
Highly desirable: Experience in a tech company
Highly desirable: Familiarity with G-Suite
Highly desirable: Proficient in MS Excel

Responsibilities

Investigate basic customer billing disputes through data analysis with a variety of tools
Provide excellent admin support for customers via all relevant communication channels
Actively collaborate with cross-functional teams (Operations, Sales, Support, Finance, Legal, Product, Carrier Services) to resolve customers’ admin or financial issues
Demonstrate ability to learn rapidly, prioritize, multitask, and problem-solve
Contribute to internal and external knowledge bases and documentation
Use strong analytical skills to identify anomalies in billing data and proactively resolve charge disputes
Effectively communicate customers' issues and concerns related to billing, invoices, and credits while proposing corrective actions and resolution

Skills

Data Analysis

Billing Disputes

Customer Support

Admin Support

Analytical Skills

Problem Solving

Multitasking

Cross-Functional Collaboration

English Fluency

Vonage

Cloud-based communication services for businesses

About Vonage

Vonage provides cloud-based communication services to businesses of all sizes, from small startups to large enterprises. Its main offering is the Communications Platform as a Service (CPaaS), which allows companies to integrate voice, messaging, video, and data capabilities directly into their applications and processes. This integration helps businesses enhance customer engagement and streamline internal communications. Additionally, Vonage offers Unified Communications as a Service (UCaaS), which combines various communication tools into one platform, and Contact Center as a Service (CCaaS), which focuses on advanced customer service solutions. Unlike many competitors, Vonage operates on a subscription-based model, supplemented by usage-based fees, ensuring a steady income while allowing flexibility for clients. The goal of Vonage is to modernize communication infrastructure for businesses across various industries, improving their operational efficiency and customer service.

Holmdel Township, New JerseyHeadquarters

2001Year Founded

$361.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Hybrid Work Options

Risks

Leadership changes may disrupt strategic continuity at Vonage.

Regulatory pressures in India could challenge the Airtel partnership.

Adoption hurdles may slow the transition from SMS to Rich Communications Services.

Differentiation

Vonage offers a flexible portfolio of cloud-based communication applications and APIs.

The company provides CPaaS, UCaaS, and CCaaS solutions for diverse business needs.

Vonage's subscription and usage-based revenue model ensures financial stability and growth.

Upsides

Increased demand for integrated communication solutions boosts CPaaS and UCaaS markets.

Partnership with Airtel Business opens opportunities in the growing Indian market.

Collaboration with SAP enhances Vonage's competitive edge in AI-driven solutions.

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