Global Billing Analyst

Who We Are: Bandwidth , a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders! At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband What We Are Looking For: Bandwidth’s Billing Operations Team is responsible for ensuring Bandwidth customers receive accurate and timely invoices and provide timely payment. The Global Billing Analyst I would be responsible for performing overall customer billing support while building account knowledge and relationships with our customers. The successful candidate inspires other team members, provides excellent global customer service, manages complex functions, thinks creatively, and solves problems in a fast-paced environment. What You'll Do: Works independently to solve common unambiguous global billing inquiries via telephone and ticketing system within established SLAs resolving issues utilizing multiple billing platforms, collaboration and resources. Develops proficiency with tools, reports and portals used by the billing operations team to handle a variety of customer billing inquiries. Learns how to analyze global contracts, invoices, and billing detail records to assist with internal and external customer inquiries confirming validity and accuracy of associated billing. Utilizes training material, documentation, and collaboration. Processes invoice disputes in accordance with documented processes and procedures while working directly with customers to correct issues, building and maintaining client relationships. Collaborates with team and/or manger when necessary. Escalates when appropriate. Able to generate solutions using critical thinking; however, solutions are limited in scope. Creates relationships with key billing partners such as Customer Success, Sales, Finance, and other internal stakeholders to obtain desired results. Regularly attending product meetings to obtain knowledge on new products and existing products. Learning product features and how they flow through the billing system at a high level. Supports monthly revenue close cycle within established deadlines. Demonstrates accountability and ownership for the quality and timeliness of work. Manages own time and follows instruction well. Utilizes available documentation to resolve issues, using help from leadership as a final tool. Serves our customers by communicating timely, accurately, empathetically and respectfully, always displaying the Bandwidth brand. Builds credibility by making commitments and following through while building rapport. Communicates with other team members when solving issues while updating leaders/asking for help from more senior team members when needed. Interfaces with Bandwidth leadership effectively communicating status, defining critical issues impacts, designing mitigation plans, and articulating/driving required decisions. Understands when and how to escalate to management to identify optimal solution for customers; may collaborate with team or manager for guidance. Complete special projects that require collecting, analyzing, and processing global telecommunications and network service data. What You Need: Education: Bachelor’s Degree Experience: 1 to 2 year experience in customer service. 1 year of billing experience a plus! Skills: Strong verbal and written communication skills. Ability to work within parameters of the outlined working conditions listed above. Ability to communicate complex and/or technical information cl ... (truncated, view full listing at source)