Operations Support Analyst (Remote, Bilingual English)

About the role

The Operations Support Analyst works in the Worldwide Video Sales Operations Team, supporting the sales team with day-to-day back-office activities such as account setups and modifications, contracts, account data gathering, opportunity management and order tracking. The role provides heavy administrative support while juggling multiple requests, and the department is shifting toward a triage model of real-time support on Salesforce and help-desk platforms.

Key responsibilities

• Manage day-to-day back-office activities including account setups, modifications and account data gathering, and coordinate troubleshooting of onboarding issues.
• Support tracking and resolution of partner setup and entitlement management tasks.
• Act as the main point of contact for support cases such as onboarding inquiries, account setups, quote and order troubleshooting, and partner lifecycle issues.
• Develop standardized methods for handling support resolutions, document case management and troubleshooting processes, and collaborate with Order Management, Finance, IT and Customer Success to remove blockers.
• Communicate clearly by email, Slack and video call, and bridge time gaps between global teams to speed up resolution.

Required profile

• High school diploma or equivalent (GED); a bachelor's degree is a plus but not required.
• 2+ years of experience in Sales Operations, Customer Support or Sales Administrative roles.
• Must reside in Reynosa; travel under 10%, relocation provided.
• Strong written and reading skills, clear spoken English, and the ability to stay online and respond quickly to live requests.

Required skills

• Salesforce CRM is a significant plus (not required).
• Familiarity with help desk or ticketing software such as Zendesk or Jira.
• Ability to multitask, adapt to change and maintain accuracy.