Teams at OneSource Virtual

Provides first-contact enterprise application support, triages and resolves requests, monitors batch and integration jobs, investigates performance and access issues, documents troubleshooting and resolutions, maintains knowledge-base content, and communicates ticket status to end users. The role follows SLA and escalation procedures, independently researches solutions, identifies systemic issues, and supports Workday or similar ERP/HCM environments.

Provides COBRA administration services to clients and participants, including processing qualifying events, terminations, updates, premium payments, correspondence, and open enrollment activities. Responds to inquiries, explains regulatory requirements, resolves service issues with vendors and internal teams, supports implementations, and maintains accurate, timely customer service while handling confidential information.

Owns the design, documentation, launch, and continuous improvement of post-sale customer journeys and experience programs. The role uses customer metrics such as NPS, effort, retention, expansion, and adoption to improve customer success, time to value, and revenue retention. Responsibilities include cross-functional collaboration, customer advocacy, change management, journey mapping, workflow integration, stakeholder alignment, and program measurement across varied customer segments.