Bilingual Help Desk Specialist & Contact Center Rep

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. 

Hours for this position are 10am-7pm CST.

Essential Functions/Duties/Responsibilities

• 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

Preferred Skills

•   Bachelor’s degree preferred 

#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.