[Hiring] Support Operations Specialist – Client Support @Onyx CenterSource

Role Description

The Support Operations Specialist – Client Support is the primary contact and support for clients in their use of Onyx products. This role has accountability to the Manager of Support Operations and maintains close working relationships with Client Support teams and other Onyx stakeholders. The Support Operations Specialist is expected to perform all assigned activities which are accomplished per SOP and expectations.

• Act as primary contact and support for clients in their use of Onyx products and assign / coordinate back office activities to the appropriate team (member).
• Respond to client queries assisting them when using Onyx applications.
• Identify application system issues and open tickets to the appropriate stakeholders.
• Liaise with internal departments, to include Operations Support for reporting and resolving service problems, communication of new requirements and assisting with application use or general business queries.
• Escalate operational issues when necessary.
• Proactively identify activities to improve the performance of the clients.
• Communicate with the assigned client(s) on behalf of Support Operations.
• Provide quality deliverables, customer service and maintain a good relationship with clients.
• Ensure the Team Leader is informed on client support activities.
• Provide accurate status reports for management review.

Qualifications

• Excellent interpersonal communication skills.
• Previous knowledge in client service/ face to face.
• Understanding of systems process flows, data flow, file specification and the ability to troubleshoot.
• Ability to work on multiple projects simultaneously, manage time and prioritize work accordingly.
• Fluent in both oral and written English. Fluency or working knowledge of other languages.

Requirements

• Better than average written and spoken communication skills.
• Excellent computer skills in a Microsoft Windows environment.
• Excellent telephone skills.
• A good understanding of the hospitality industry.
• Team player/Teamwork Orientation.
• Results-Oriented.
• Enthusiastic and self-motivated.
• Problem Solving/Analysis.
• Customer/Client Focus.

Physical Demands/ Travel required

• Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting.
• Travel for this position is less than 10%.