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%.