Job details

Support Analyst

OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. OneSource Virtual: let’s make the day more doable. Find your company’s solution at

www.onesourcevirtual.com

Position Summary/Objective

As a vital member of OneSource Virtual’s global BPaaS team, this position is the face of the BPaaS team to both internal and external customers. The primary responsibilities are to support case routing, case triage and security administration.

Essential Functions/Duties/Responsibilities

Mentor and train junior team members.
Recommend process improvements to better support customers.
Be the first point of contact for customer support, ticket triage and ticket routing.
Be the first point of contact for internal customer security administration for the support and services organizations.
Serve as the liaison between customers and OneSource Virtual team members and escalate urgent issues as defined.
Adhere to case management guidelines to ensure consistency in both communication and process in all customer interactions.
Follow all security policy standard operating procedures including login and password communications.
Effective problem solve for customers and with internal peers and cross-functional teams.
Work effectively with others in a team-oriented environment to meet customer expectations.
Active team player providing innovation and departmental process improvements.
Contribute positively to the team environment and culture.

Competencies

Must value and promote team spirit, have outstanding interpersonal skill set & exhibit professionalism within the workplace
Must have strong research, follow up and communication skills
Must possess excellent customer service skills
Must be able to cope in fast-paced, ever-changing environment and manage sensitive, confidential issues.

Supervisory Responsibility

This role does not have supervisory responsibilities

Qualifications and Experience

1-4 years’ experience with HRIS platforms and/or business application support systems preferred
Excellent customer service with proven ability to de-escalate customer issues
Proficiency in Microsoft Office (Word, Excel, Outlook)
Basic knowledge of Salesforce and Workday products or domain preferred
Bachelor’s degree in business or related area preferred

Preferred Skills

Ability to resolve complex or escalated customer issues
Ability to multi-task
Professional communication skills
Ability to work independently and as part of a team
Must be willing to adapt and display positive attitude

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.

By OneSource Virtual

OneSource Virtual (OSV) is committed to prioritizing customer success and we do this by investing in pioneering technologies to ensure we continue to deliver Workday platform excellence and optimization. We are also committed to creating and maint...

4 jobs

FUNDING

Private

INDUSTRY

Internet & Web Services

TEAM SIZE

501-1000

LOCATION

Hybrid, based in Dallas, TX

DATE POSTED

July 30, 2023