Customer Support Analyst

Pleasanton, CA

Do what you love. Love what you do.

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

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

About the Role

Do you have what it takes to continuously provide outstanding Customer support?  Are you ready to take your knowledge of Talent, collaborating and problem solving to resolve Customer issues?  We have a unique opportunity within the Workday Support team for a person with vision, a passion for excellence and a track record of success.  This is not a role answering questions - it's about digging in and coming up with solutions to a variety of time sensitive, operational critical issues - it's about passion, innovation and excellence in a fast-paced and dynamic organization.

What would you do all day?

  • Manage a queue of Talent cases, prioritizing issues based on severity and customer impact
  • Solve complex problems, drive change, and implement solutions
  • Handle sensitive escalated customer issues
  • Work with Product Managers, QA and Development to highlight customer processes, Talent methods, trends and identify areas for enhanced functionality and tools
  • Maintain your knowledge of new functionality and compliance changes
  • Use your energy, drive, adaptability and enthusiasm to perpetrate the positive vibes throughout the company
  • Participate in our 24/7 global coverage plan

About You

Basic Qualifications

Sr. Associate Customer Support Analyst

  • 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.

Customer Support Analyst

  • 4+ years of experience supporting or implementing Talent solutions or related HCM enterprise products

Other Qualifications

  • Solid grasp 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 sophisticated problems; Passionate about problem-solving and have strong analytical skills.
  • Ability to collaborate and build positive relationships with customers. An excellent teammate who will also establish relationships across the organization 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 absorb new technology and features.
  • You’re a confident communicator (verbally and in writing), who collaborates with users at all levels and varying technical abilities.
  • A self-starter with the ability to work autonomously but know when to ask for help!
  • Solid understanding of case handling processes and escalation procedures.

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

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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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