Bilingual Help Desk Specialist & Contact Center Rep

📋 Description

• • The Bilingual Help Desk Specialist & Contact Center Representative plays a critical role in supporting the Benefit & Employee Services Team at OneSource Virtual (OSV), ensuring seamless access to Workday and Zendesk systems for internal and external customers. This role directly contributes to OSV’s mission of transforming HR, payroll, and finance operations for over 1,000 Workday customers by delivering timely, professional, and accurate service that upholds the company’s reputation for unparalleled support and innovation in Business-Process-as-a-Service (BPaaS).
• • Day-to-day responsibilities include providing professional and timely service via telephone, email, and in-person interactions; assisting users with Workday platform navigation and access; processing myFlexWallet transactions accurately and efficiently; supporting team goals by meeting performance metrics and service level agreement (SLA) targets for all written and verbal cases; escalating service delivery issues to on-site leads or corporate contacts when necessary; participating in ongoing training to maintain functional expertise; building strong cross-departmental partnerships; identifying and documenting process improvement opportunities through automation or workflow changes; maintaining punctuality and adherence to scheduled shifts (10am–7pm); and assuming additional duties as assigned by management.
• • OneSource Virtual is a leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, serving over 1,000 clients globally with innovative technology and services in HR, payroll, and finance. Founded in 2008 and headquartered in Dallas, Texas, OSV operates across North America and Europe, fostering a values-based culture that emphasizes upward mobility, professional development, and collaborative innovation. The company rewards fresh perspectives, creative problem-solving, and hard work, offering employees opportunities to grow within a strategically growing organization committed to excellence and integrity.
• • In this role, the individual will develop deep proficiency in Workday Employee Self Service functionality, Zendesk ticketing systems, and HR/payroll support processes, while honing bilingual communication skills in English and Spanish. They will gain hands-on experience in service delivery metrics, SLA management, and process improvement initiatives—building a strong foundation for advancement into senior support, team lead, or specialized HRIS roles within OSV or the broader HR technology ecosystem.