Global Billing Analyst

<p><strong>Who We Are:</strong></p> <div> <p>At <strong>Bandwidth</strong>, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.</p> <p>Because we own the network we build on,<em> the problems you'll solve here are bigger, more complex, and more impactful. </em>And as communications shifts to AI, we're the infrastructure layer making it possible.</p> <p>We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.</p> <p>We're experts who speak like humans. Ready to build what's next? <strong>#JoinTheBand</strong></p> </div> <p><strong>What We Are Looking For:</strong></p> <p>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.</p> <p><strong>What You'll Do:</strong></p> <ul> <li>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.</li> <li>Develops proficiency with tools, reports and portals used by the billing operations team to handle a variety of customer billing inquiries.</li> <li>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.</li> <li>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.</li> <li>Able to generate solutions using critical thinking; however, solutions are limited in scope.</li> <li>Creates relationships with key billing partners such as Customer Success, Sales, Finance, and other internal stakeholders to obtain desired results.</li> <li>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.</li> <li>Supports monthly revenue close cycle within established deadlines.</li> <li>Demonstrates accountability and ownership for the quality and timeliness of work.</li> <li>Manages own time and follows instruction well. Utilizes available documentation to resolve issues, using help from leadership as a final tool.</li> <li>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.</li> <li>Interfaces with Bandwidth leadership effectively communicating status, defining critical issues & impacts, designing mitigation plans, and articulating/driving required decisions. Unde