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Customer Support Analyst

2 months ago

Auckland City, New Zealand Workday Full time

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.

About the Team

Behind every extraordinary product is an outstanding team. We don’t just deliver customer service; we deliver the Workday experience - and, sure, that may sound like a pitch - but it really isn’t.

At Workday, both Employee and Customer happiness is fundamental

About the Role

As a Payroll Support analyst, success means you will become highly knowledgeable around the Workday product and various technologies which we use to solve problems. You will diagnose and analyze technical software issues, report operational issues/product defects to engineering teams, and collaborate with multiple partners through to resolution. No two days are alike and this opportunity will make use of your troubleshooting and critical thinking skills. Your role is to ensure an outstanding customer experience through strong and timely communication on the status of issues as well as work through customer escalations, until an acceptable solution is delivered.

What would you do all day?- Handle a queue of Payroll cases, prioritizing issues based on severity and customer impact- Solve complex problems, drive change, and implement solutions- Handle time critical escalated issues- Work with Support team, Product Managers, QA, and Development to identify solutions or workarounds- Balance ownership of existing case load while solving new issues- Maintain your knowledge of new functionality and compliance changes- Regularly contribute to knowledge base (KCS) to improve resolution effectiveness- Use your energy, drive, adaptability, and passion to inspire others throughout the company- Take part in our 24/7 Global Support Shifts

About You

Depending on your level of experience you could be considered at one of the levels outlined below.

Sr. Associate Customer Support Analyst

Basic Qualifications

1+ years in one of the following:
- Payroll software support- Functional experience in Payroll-
- Functional systems administration experience supporting software systems and solutions

Customer Support Analyst

Basic Qualifications

3+ years in one of the following:
- Payroll software support- Functional experience in Payroll-
- Functional systems administration experience supporting software systems and solutions

Other Qualifications- Demonstrated ability to support or implement Payroll solutions- Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes- Ability to balance multiple priorities and communicate across diverse teams within the organization- Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities- Solid understanding of case handling processes and escalation procedures- Prior experience with Knowledge-centered service (KCS)- Additional experience in one or more of the following functional areas: Time Tracking, Absence, Human Capital Management, Compensation, and Benefits- Degree in Technical Disciplines is desirable

Working Model- This role operates in a flex model with at least 50% of time spent in office.

LI-SG6

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