3 Days Left Technical Customer Support Analyst

2 weeks ago

Pune, Maharashtra, India Workday Full time
Job Description

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey Bring your brightest version of you and have a brighter work day here.

At Workday, we value our candidates privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers.

Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not.

In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.

About the Team

Workday's Customer Support teams are driven by a passion for our products and the success of our customers User experience. We're a diverse group of people, with an invaluable mix of experience and backgrounds, located in our amazing Pleasanton office
We promote Workday's core values, with Employees being our first This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone.
We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.

About the Role

The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.

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

What would you do all day

- 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 enterprisesoftware 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.

Our Approach to Flexible Work

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote home office roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles If so, ask your connection at Workday about our Employee Referral process

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