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Elastic Cloud Billing Operations Associate Costa Rica 178065320
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As a Cloud Billing Operations Associate, you will provide support to the cloud billing process, invoicing, suspension, termination, bad debt and credit card processing. You will manage the support case queue, perform account reconciliations, answer customer cloud billing disputes, address field inquiries, perform ad-hoc reporting for monthly billing cycle, process Return Authorizations, participate in cloud billing optimization projects, among other tasks. You will partner closely with customer support and engineering teams.
You will be a self starter, problem solver, detail-oriented, flexible, and focused on creating an excellent experience for both internal and external customers. To succeed in this position, the Cloud Billing Operations Associate will be both an independent contributor and a team player; and will have a passion for recognizing areas of improvements and implementing change to contribute to enhancements of the overall workflow process.
What You Will Be Doing:- Supporting cloud billing and invoicing process
- Working directly with customers as well as internal customers to understand and resolve their issues via email or sometimes by phone
- Managing, prioritizing, and tracking your work in a case management system
- Generate reconciliation reports from various platforms
- Process Return Authorizations and Credit Memos in Netsuite
- Collaborate with various teams including Support, Legal, OrderOps, Engineering etc. on escalated billing & contract issues to resolve customer disputes
- Work with the Cloud Billing (Eng) Team to review/verify accounts subject to suspension due to nonpayment
- Perform light collections for monthly subscribers through a credit card payment platform
- Submit invoices through 3rd party payment platforms as necessary
- Submit evidence for Chargeback disputes through our credit card payment gateway
- Understand the current business systems and workflows to help us make proactive process improvements
- Perform root cause analysis and problem solve
High level of enthusiasm and pride in your work, you have a strong ability to learn, and you see change and challenges as opportunities to make things better.
You have experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes necessary to keep us growing without stumbling.
If that's you, hopefully you also have:- 3-5 years of professional experience in billing operations, FP&A(Financial Planning & Analysis) or related financial operations; or new MBA/Master program graduates
- Strong communication skills, both verbal and written; ability to interact with customers and other teams
- Strong attention-to-detail
- Creative problem solving skills
- Strong ability to work independently and prioritize in distributed, dynamic, fast-paced environment
- Accustomed to working with case management system
- Positivity! We each love what we do and believe that a positive attitude matters
- Proficiency in MS Excel or Google Spreadsheet- vlookups, pivot tables, analysis
- Understanding of cloud technologies, e.g., AWS, Azure, Google and cloud billing models a plus
- Experience with Netsuite, Salesforce, Stripe
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Applicants have rights under Federal Employment Laws, view posters linked below:Poster and (Poster)
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