Copy of Support Operations Specialist – Client Support

Job Description
 
Overview
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.
 

Location
 MX

Scope
Global

Education
Minimum required: High School diploma
 Preferred: Bachelor’s degree

Span of Control:
Reports to: Manager of Support Operations
Oversight: This position has no direct reports

Roles/ Responsibilities
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.

To 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
Minimum required:
Excellent interpersonal communication skills.
Previous knowledge in client service/ face to face.
For technical/analytical skills, the level of knowledge is around understanding systems process flows, data flow, file specification and the ability to troubleshoot. There is a level of application support that is required.
Must be able 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
Preferred:
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.

Teamwork/Leadership/interpersonal Skills:
Team player/Teamwork Orientation
Results-Oriented
Enthusiastic and self-motivated
Problem Solving/Analysis
Customer/Client Focus

Organizational Interlocks
This position will work closely with internal stakeholders
 

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%.

 
#LI- Remote