About the Role
As a Technical Support Analyst you will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service- it's about passion, innovation and excellence in a fast-paced and dynamic organization. This position requires a self-motivated, customer-focused professional with strong follow-through, who consistently keeps commitments to projects, customers, and fellow employees.
What you will achieve in your first 12 – 24 months
You’ll get the opportunity to learn and achieve many things as a Technical Support Analyst. Here are some of the activities you will experience on your Workday career journey:
● Work directly with customers, operations and development to research, troubleshoot, and resolve performance issues in a timely manner.
● Ensure that you are completely trained on all technical troubleshooting tools, you will be enlisted in our training programs for this.
● Fundamental architectural understanding of our Workday software.
● Ensure that all customer issues/cases are addressed and responded to in a timely manager, in accordance with Service Level Agreements.
● Effectively prioritize and escalate customer issues when those issues severely impact a customer, driving problems to resolution and managing the communication and expectations within Workday and with the customer.
● Participate in 24x7 global coverage for the Customer Support team.
● Clearly and succinctly document communications with customers within our case management system, providing outstanding customer service and high quality technical responses.
● Engage across corporate functions (Services, Product Management, Development, QA, Operations, Environments) to partner together to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.
About You
This role requires a blended mix of Functional and Technical Support skills relating to the implementation of business software applications. The Workday Support Team acts as a trusted advisor to our Customers, as a result we are the experts in the Technical aspects of the Workday platform. If you have existing or transferable experience in any of the following areas, then we’d love to hear from you:
Do you have what it takes
This role requires someone to contribute to a high performing team that continuously provides outstanding Customer support. We want someone who is ready and willing to take their knowledge of operations, performance issues, technical troubleshooting, collaborating and problem solving to help their team resolve Customer issues. If you have existing or transferable experience in any of the following areas, then we’d love to hear from you:
• 4 or more years of experience providing technical support, in either a customer support or consulting role within a software company. HCM, Payroll, or Financials, ERP, SaaS applications preferred.
• College degree in Computer Science, Information Management or Business Systems preferred.
Other Qualifications
• Strong planning, scheduling, and organization skills.
• Excellent verbal and written communication skills.
• Ability to absorb new technologies and features quickly.
• Excellent analytical, problem solving, and multi-tasking skills
• Ability to work in a fast paced, dynamic, and fun team environment
• A team player attitude, who will work across the organization and company to continue improving the way we serve our customers.
• Ability to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities
