Bilingual Help Desk Specialist & Contact Center Rep

OneSource Virtual • Full-time • Remote (United States) • 3w ago

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

The Bilingual Help Desk Specialist & Contact Center Representative is responsible for supporting the Benefit & Employee Services Team and utilizing Workday and Zendesk ticketing technologies. There may be language requirements for this position in addition to English.

Essential Functions/Duties/Responsibilities

Dedicated to myFlexWallet processing
Provide professional and timely service to internal and external customers
Effective communication skills via telephone, email, and in-person
Provide Workday platform navigation and access assistance to contact center requests.
Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)
Escalation of service delivery issues to on-site Lead and Corporate contacts as appropriate
Participate in ongoing training relative to the functional area
Form strong partnerships within the department and organization
Identify and document areas of improvement or innovation through process change or automation
Meets or exceeds all performance standards
Assumes other duties as assigned by the Manager

Competencies

Effective communication skills via telephone, email, and in-person
Must be willing to adapt and display a positive attitude
Ability to work independently and as part of a team
Must value and promote team spirit, have an outstanding interpersonal skill set; and exhibit professionalism within the workplace
Maintain punctuality and adherence to set schedule with extra hours as needed
Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.
Analytical skills; strong research and follow-up skills
Ability to multi-task

Supervisory Responsibility

This role does not have supervisory responsibilities

Qualifications and Experience

HS Diploma required
1-2 years of customer service or related experience and/or training
Fluency written/spoken in Spanish is required.
Must have the ability to learn basic Employee Self Service functionality for the Workday platform
Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)
See summary for language preferences

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