Bilingual Help Desk Specialist & Contact Center Rep

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.

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 be able to work the hours of 10am to 7 pm
- 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 experienc ing 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.