Support Operations Specialist - Client Support

Overview

The Support Operations Specialist – Client Support is the primary contact and support for clients in their use of Onyx products and services. This role is accountable to the Manager of Support Operations and maintains close working relationships with Client Support teams and other internal stakeholders.

The Support Operations Specialist is expected to perform all assigned activities in accordance with Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and company expectations while ensuring a high level of client satisfaction.

Location

Philippines

Scope

May support clients across multiple regions and time zones

Education

Minimum: High School Diploma or equivalent

Preferred: Bachelor’s Degree or equivalent work experience

Span of Control:

Reports to: Manager of Support Operations

Oversight: This position has no direct reports

Roles/

Responsibilities

• Act as the primary contact and support for clients in their use of Onyx products and coordinate back-office activities with the appropriate internal teams.
• Respond to client queries via phone, email, and ticketing systems, ensuring timely and professional communication.
• Utilize Salesforce for case management, documentation, tracking, and reporting of client interactions.
• Use Jira to monitor, escalate, and track product or system-related defects and enhancement requests.
• Navigate and support clients across various Onyx internal systems and applications to troubleshoot and resolve issues.
• Troubleshoot application-related issues and identify system or process gaps.
• Create, document, and escalate tickets to the appropriate stakeholders when required.
• Liaise with internal departments, including Operations Support, Product, and Finance, to resolve service problems, communicate new requirements, and assist with application use or general business inquiries.
• Escalate operational or system issues based on urgency and impact.
• Proactively identify opportunities to improve client performance and overall service experience.
• Communicate effectively with assigned client(s) on behalf of Support Operations.
• Provide quality deliverables and maintain strong client relationships.
• Ensure the Team Leader or Manager is informed of key client support activities and escalations.
• Maintain accurate documentation and provide status updates for management review.
• Ensure compliance with internal policies, SLAs, and quality standards.
• All other tasks assigned

Qualifications

Minimum required:

• Excellent interpersonal and communication skills (written and verbal).
• Previous experience in client service, customer support, or account support (phone and/or face-to-face).
• Experience using case management or ticketing systems (e.g., Salesforce, Jira, or similar platforms).
• Technical/analytical understanding of system process flows, data flow, file specifications, and basic troubleshooting.
• Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines.
• Strong time management and organizational skills.
• Fluent in both oral and written English.

Preferred:

• Hands-on experience with Salesforce, Jira, or other CRM/ticketing systems.
• Experience in application or software support.
• Better than average written and spoken communication skills.
• Excellent computer skills in a Microsoft Windows environment (MS Office proficiency).
• Excellent telephone handling skills.
• Knowledge or understanding of the hospitality or travel industry.
• Fluency or working knowledge of additional languages.

Teamwork/Leadership/Interpersonal Skills:

• Team Player / Teamwork Orientation
• Results-Oriented
• Enthusiastic and Self-Motivated
• Problem Solving / Analytical Thinking
• Customer / Client Focus
• Adaptability and Accountability

Organizational Interlocks

This position will work closely with internal stakeholders, including Support Operations, Product, Finance, Technology, and other cross-functional teams as required.

Physical

Demands/

Travel required

Work associated with this position is sedentary in nature and performed indoors at a desk, either remotely or in an office setting.

This position operates in a hybrid work environment (office and remote).