Support Operations Specialist
1 month ago
JOB DESCRIPTION:
Reports to the Manager of Support Operations
The Support Operations Specialist – Operations Support is responsible for assigned operations support activities. This role has accountability to the Manager of Support Operations and maintains close working relationships with Customer Support teams and other Onyx stakeholders. The Support Operations Specialist is expected to perform all assigned activities are accomplished per SOP and expectations.
Primary Responsibilities:
1. Perform all account maintenance functions accurately and double check completed work for accuracy.
2. Handle all manual tasks related to Operations on their respective tools and deliver according to set timelines /KPIs.
3. Generate and deliver customer reports based on defined needs and schedules.
4. Improve the quality of the data base (legal details, banking information, etc.).
5. Identify application system issues and open tickets to the appropriate stakeholders.
6. Liaise with internal departments for resolving service problems, proactively identifying possibilities for automation and efficiencies.
7. Perform all accounting tasks such as, but not limited to matching payments from hotels, from Onyx, ensuring funds are matched before monthly/weekly payments to clients.
8. Alerting and escalating on irregularities in any area of production.
9. Proactively identify activities to improve performance of clients.
10. Provide quality deliverables.
11. Provide accurate status reports for management review.
Minimum Qualifications:
Excellent interpersonal communication skills.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 language an advantage.
Desired Qualifications:
· 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.
Competencies:
Team playerResults-OrientedEnthusiastic and self-motivatedStrong Relationship BuildingProblem Solving/AnalysisCustomer/Client FocusDecision MakingProject ManagementCommunication ProficiencyTeamwork OrientationPro-active attitude
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