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, handles multiple requests and needs a clear understanding of processes and systems. The department is shifting toward a triage model, so a consistent online presence is needed to handle live inquiries and urgent troubleshooting on Salesforce and help-desk platforms.

Key responsibilities

• Manage day-to-day back-office activities including account setups, modifications and account data gathering.
• Coordinate people and information to troubleshoot onboarding issues and support partner setup and entitlement management.
• 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.
• Maintain clear communication by email, Slack and video call, and act as a reliable team player juggling multiple requests.

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 none.
• Commitment to high responsiveness and the ability to stay online for live support requests.

Required skills

• Clear spoken English and strong written and reading skills.
• Salesforce proficiency 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 work accurately.