Onyx CenterSource is the leading global provider of B2B payments and business intelligence solutions to the hospitality industry. Our global team of experts collaborate to solve our clients’ business challenges, enabling our clients to enjoy stronger business relationships with each other by streamlining commission payments, removing friction from the process. This means hotels pay agencies the money they’re owed faster, and agencies receive much-needed supplier revenue more quickly and easily, increasing their desire to direct more bookings to hotels that use Onyx. All of this frees our clients up to focus on strategic, revenue-generating activities. As a worldwide team with 20+ nationalities represented, we value our differences and use them to best serve our global clients. Every Onyx employee has the opportunity to grow through continual development opportunities, and we’re committed to making a positive impact in our communities and the world. Onyx offers a variety of benefits to support a competitive total compensation package. You will work in an international and fast paced growing environment full of learning opportunities.
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.
Minimum required: High School
- Preferred: Bachelor’s degree
Reports to: Manager of Support Operations
Oversight: This position has no direct reports
- 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.
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
- This position will work closely with internal stakeholders
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%.
This position is hybrid in office and remote.
