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Technical Customer Support Analyst
4 weeks ago
- Handle a queue of Talent product cases, prioritizing issues based on severity and customer impact
- Using technical skills to 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
Location : This position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to self-relocate. 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).
About You
Basic Qualifications
- 3+ years in one of the following:
- SaaS software support
- Technical Customer Support experience, providing software support for other functional enterprise software applications
Other Qualifications
- Demonstrable ability to support or implement HCM, Talent Acquisition, Learning or Talent solutions
- 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.
