BPaaS Support Analyst

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

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

• Be the first point of contact for customer support, ticket triage, and ticket routing
• Suggest improvements to better support customers
• 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-solving 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 research, follow-up, and communication skills
• Must possess excellent customer service skills
• Must be able to cope in a fast-paced, ever-changing environment and manage sensitive, confidential issues.

Supervisory Responsibility

This role does not have supervisory responsibilities.

Qualifications and Experience

• 1-2 years experience with HRIS platforms and/or business application support systems
• Excellent customer service
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Basic knowledge of Salesforce and Workday products or domain

Preferred Skills

• Ability to resolve complex or escalated customer issues
• Ability to multi-task
• Experience working in a ticketing/case system
• Professional communication skills
• Ability to work independently and as part of a team
• Must be willing to adapt to change

#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.