Technical Support Delivery Analyst

3 weeks ago

pune, India Workday India Private Limited Full time

About the Role

The Workday Technical Support team is looking for an experienced support analyst who is excited about SaaS and helping customers solve complex problems. This is a customer facing role that works closely with our product development and support analyst teams to help customers find workarounds and solutions to product issues. The support analyst is responsible for managing a ticket queue of cases with varying levels of complexity for Workday Products and making sure that customers get timely updates. The ideal candidate has experience working within a SaaS support organization, enjoys working with customers, has some understanding of programming, and has experience working on SasS based enterprise web applications.

What would you do all day?

Solve problems in Product Support for : Integrations

Responsible for managing case/ticket queue of Support cases, prioritizing issues based on severity and customer impact

Solve complex problems, lead change, implement solutions, and handle time critical issues

Work with Product Managers, QA and Development to identify solutions or workarounds

Balance ownership of existing case load while solving newly discovered issues

Maintain your knowledge of new functionality and compliance changes

Contribute to our Knowledge Centered Service by creating Knowledge articles

Use your energy, drive, adaptability, and passion to inspire others throughout the company

About You

Basic Qualifications

4+ years in one of the following:

SaaS software support

Customer Support experience, providing software support for other functional enterprise software applications

Other Qualifications

In addition to the qualifications listed above, the ideal candidate will have strong evidence-based troubleshooting experience and skill with log reading and analysis.

Demonstrable ability to support SaaS based Enterprise software.

Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes

Ability to collaborate with multiple partners across a diverse organization

Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities

Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.

Solid understanding of case handling processes and escalation procedures.

Additional experience in one or more of the following areas: Technical Troubleshooting, Integrations, Analytics, Reporting

Location / Work Hours

This position is based in the Workday Pune office. Candidates must be willing to self-relocate to Pune.Candidates will be expected to work from the office at least 50% of the time. The Analyst will be on a shift rotation schedule alternating between the early and late shifts. Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST). The Analyst is also expected to participate in our 24x7 support global coverage plan that includes Weekend as per business requirement.

Our customers rely on our team all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

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