Support Operations Specialist - Operations Support

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 tofocus on strategic, revenue-generatingactivities.

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 – 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 Client Support teams and other Onyx stakeholders. The Support Operations Specialist is expected to perform all assigned activities as outlined in the SOP and expectations.

• Perform all account maintenance functions accurately and double-check completed work for accuracy.
• Handle all manual tasks related to Operations on their respective tools and deliver according to set timelines /KPIs.
• Generate and deliver client reports based on defined needs and schedules. Improve the quality of the database (legal details, banking information, etc.).
• Identify application system issues and open tickets to the appropriate stakeholders.
• Liaise with internal departments for resolving service problems, proactively identifying possibilities for automation and efficiencies.
• 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.
• Alerting and escalating on irregularities in any area of production. Proactively identify activities to improve the performance of clients.
• Provide quality deliverables. Provide accurate status reports for management review.
  
  

Minimum required:

• Previous knowledge in client service.
• For technical/analytical skills, the level of knowledge is around understanding system process flows, data flow, file specifications 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:

• Excellent computer skills in a Microsoft Windows environment.
• A good understanding of the hospitality industry.
  
  

Teamwork/Leadership/Interpersonal Skills:

• Excellent interpersonal communication skills.
• Better than average written and spoken communication skills.
• Excellent telephone skills.
• Team player/Teamwork Orientation
• Results-Oriented
• Enthusiastic and self-motivated
• Strong Relationship Building