Operations Support Analyst, Bilingual/English

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Support the Worldwide Video Sales Operations Team with daily backend operations.

• Oversee account setups, modifications, and the collection of account data.

• Coordinate personnel and information to address onboarding challenges.

• Monitor and resolve tasks related to partner setup and entitlement management.

• Address support cases that encompass onboarding questions, account setups, quote and order issues, and partner lifecycle concerns.

• Create standardized procedures for managing support solutions and enhancing efficiency.

• Record case management and troubleshooting protocols.

• Work collaboratively with Order Management, Finance, IT, and Customer Success teams.

• Liaise with internal stakeholders to assist sales teams.

• Minimize resolution turnaround times by bridging time differences for global teams.

• Communicate through email, Slack, and video conferences.

• Provide extensive administrative assistance while juggling multiple requests.

⛳️ Requirements

• Excellent writing and reading skills for professional email communication and Slack interactions.

• Proficient spoken English for daily internal video meetings and team updates.

• High availability and a consistent online presence for live inquiries and real-time support demands.

• Experience with Help Desk or Ticketing software (e.g., Zendesk, Jira, or similar tools).

• Ability to multitask and adapt to a dynamic work environment.

• Detail-oriented with a strong focus on accuracy.

• High School Diploma or equivalent (GED) required.

• Candidates MUST be residents of Reynosa.

• Minimum of 2 years of experience in Sales Operations, Customer Support, or Sales Administrative roles.

• Proven supportive attitude with a strong ability to see issues through to resolution.

• Travel requirements are less than 10%.

• Experience with Salesforce is a significant advantage, but not mandatory.

• A Bachelor’s Degree is a plus, though not required.

🏝️ Benefits

• Referral Payment Plan: Yes.

• Remote work indicated in the job title.

• Travel requirements are less than 10%.

• No relocation assistance provided.