Customer Support Analyst

Description:

At Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.

About The Team

Our team works closely with our product development and support analyst teams to help customers find workarounds and solutions to product issues. We are the customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service. Our roles are about digging in and coming up with solutions to a variety of time sensitive, operational critical issues.

About The Role

As an Analyst in our HCM Support team, your journey to success means you will become highly knowledgeable around the Workday product suite and various technologies which are used both to build and to troubleshoot Workday. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through resolution. You will also have the opportunity to create and maintain internal and customer-facing knowledge articles.Your role is to ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.

About You

Basic Qualifications

• 2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone
   

Other Qualifications

• Solid understanding of case handling processes and escalation procedures.
• Ability to balance multiple priorities and communicate across organizational boundaries.
• Excellent analytical skills and ability to come up with solutions / workarounds to complex problems; Passionate about problem-solving and have strong analytical skills.
• Ability to collaborate and build strong relationships with customers. A phenomenal teammate who will also build relationships across the organisation to continue improving the way we serve our customers!
• Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.
• Love to learn and can effectively absorb new technology and features.
• You’re a confident communicator (verbally and in writing), who collaborates effectively with users at all levels and varying technical abilities.
• A self-starter with the ability to work autonomously to find workarounds and solutions, but know when to ask for help!
   

Workday is proud to be an equal opportunity workplace. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records.

You may view the Workday's Pay Transparency Policy, and Equal Employment Opportunity is the Law notice, by clicking on their corresponding links.