Operations Support Analyst (Remote - Bilingual/English)

Job Description

The Operations Support Analyst plays a key role in the Worldwide Video Sales Operations Team, helping the sales team get their job done. In this role, you will assist in day to day back office activities including but not limited to account setups/modifications, contracts, account data gathering, coordinating people and information to troubleshoot issues that arise, opportunity management and order tracking. To be successful means you are providing heavy administrative support, can juggle multiple requests, have a clear understanding of processes and systems and are a reliable team player.

Currently, the department is undergoing a strategic shift toward a Triage model, moving from traditional case management to real-time, high-responsiveness support. This transition requires a team capable of maintaining a consistent online presence to handle live inquiries and urgent troubleshooting across Salesforce and help-desk platforms.

Key Responsibilities

Partner Onboarding & Account Maintenance

• Manage day-to-day back-office activities including account setups, modifications, and account data gathering.
• Coordinate people and information to troubleshoot onboarding issues as they arise.
• Support the tracking and resolution of tasks related to partner setup and entitlement management.

Operational Resolution & Process Improvement

• Act as the primary point of contact for resolving a diverse range of support cases, including onboarding inquiries, account setups, quote & order troubleshooting, and any general partner lifecycle issues.
• Develop and implement standardized, repetitive methods for handling support resolutions to increase efficiency.
• Manage the ongoing documentation of case management and troubleshooting processes.

Cross-Functional Collaboration

• Interact daily with departments including Order Management, Finance, IT, and Customer Success to resolve blockers.
• Coordinate with internal stakeholders to ensure sales teams are supported.
• Bridge the time gap for global teams to reduce resolution turnaround times.

Communication & Coordination

• Maintain clear, consistent communication via email, Slack, and video calls with internal stakeholders.
• Act as a reliable team player to juggle multiple requests and provide heavy administrative support.

#LI-AN1

Basic Requirements

Key Competencies & Qualifications

Communication & Language

• Strong Written & Reading Skills: Essential for daily management of professional email correspondence and Slack communications with internal stakeholders.
• Clear Spoken English: Must be comfortable and understandable during daily internal video calls and team briefings.

Operational Flexibility & Accessibility

• While the role currently focuses on case management, we are transitioning toward an Omni-Channel Triage model. This will eventually require the candidate to be highly available and online to handle live incoming phone calls and real-time support requests.
• A commitment to high responsiveness and the ability to maintain a consistent online presence.

Technical Skills

• Salesforce Proficiency: Experience with Salesforce CRM is a significant plus (not required), but the ability to learn new sales applications quickly is essential.
• Help Desk Experience: Familiarity with Help Desk or Ticketing software (e.g., Zendesk, Jira, or similar).
• Self-Mastery: Ability to multitask and adapt to an ever-changing environment.
• Detail oriented with strong attention to accuracy.

Minimum Qualifications

• High School Diploma or equivalent (GED). Bachelor’s Degree is a plus, but not required.
• Candidates MUST reside in Reynosa
• 2+ years of experience in Sales Operations, Customer Support, or Sales Administrative roles.
• Demonstrated support mindset with a strong aptitude for seeing issues through to resolution.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.