Service Delivery Analyst

Tangoe US,Inc

just now•Remote

About The Position

Tangoe is the leading Technology Expense Management company in the industry. We specialize in providing innovative expense management solutions and services to businesses in the enterprise and mid-enterprise segment. With a commitment to innovation and customer success, we are dedicated to helping enterprise organizations navigate the complexities of Cloud, Mobile and Fixed expense management all while maintaining a focus on their own strategic goals. Our cloud platform empowers organizations to optimize their cloud costs, enhance financial efficiency, and maximize the value of their cloud investments. As a customer-focused and growth-oriented company, we are committed to delivering exceptional solutions that drive measurable results. The Service Delivery Analyst supports Tangoe to deliver an exceptional customer experience. This role provides critical support and management of customer fixed and mobile telecom carrier invoices. The Service Delivery Analyst should proactively identify process improvement opportunities and define system improvements based on client requirements and processes to enhance customer experience.

Requirements

Bachelor’s degree or equivalent work experience
2+ years of experience in similar role
Strong quantitative abilities with experience in database management, data gathering, and analysis
Proficient with business applications and Microsoft Office applications (Excel, Word, Access, Outlook, PowerPoint)
Strong analytical skills and knowledge of invoicing/payment processing
Strong customer service skills and the ability to work/adapt in a fast-pacedenvironment
Self-starter with the ability to multi-task, manageworkload, be accountable, and deliver results

Nice To Haves

Knowledge of SQL and Business Objects a plus
Familiarity with telecommunications a plus
Excellent written business communication and verbal presentation skills

Responsibilities

Monitor client invoices to ensure all expected invoices are received and loaded into Tangoe’s expense management tools
Allocate client charges to appropriate cost center and General Ledger (GL) codes based on client rules
Resolve any invoicing/billing issues with telecom carriers
Maintain and reconcile telecom inventory
Work with cross functional teams to develop and enforce clear processes and procedures
Produce and deliver financial reports such as APGLs and invoice files, supporting customer by answering questions, correcting issues within the file and or helping to resolve file delivery issues
Act as liaison between customer and internal teams for the build, quality assurance, and implementation of custom reports
Create, maintain, and review customer action items as part of recurring operational status meetings
Understand and speak to trends in mobile monthly invoice data and custom reporting when needed
Maintain the highest quality customer service standards and attitude