Technical Support Delivery Analyst

2 days 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

Workday’s Operations Customer Support team, are driven by a passion for our products and the success of our customers in implementing our best in class cloud solutions. We’re a diverse group of people, with an invaluable mix of experience and backgrounds, located across multiple locations within the region.

Our team promotes Workday’s core values with ‘Employees’ being the first of them. This is why we:

- offer flexible work schedules
- empower you to follow your desired career path & achieve professional and personal goals
- encourage work-life balance and wellbeing
- are proud to champion equal opportunities for everyone

We are often remote from one another but that doesn’t stop our sense of collaboration, supportiveness and fun Our ultimate goal is to ensure Workday delivers an excellent user experience

About the Role

As a Technical Support Delivery Analyst, you will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service - it's about passion, innovation and excellence in a fast-paced and dynamic organization. This position requires a self-motivated, customer-focused professional with strong follow-through, who consistently keeps commitments to projects, customers, and fellow employees.

What you will achieve in your first 12 - 24 months

You’ll get the opportunity to learn and achieve many things as a Technical Support Analyst. Here are some of the activities you will experience on your Workday career journey:
- Work directly with customers, operations and development to research, troubleshoot, and resolve product and performance issues in a timely manner.- Ensure that you are completely trained on all technical troubleshooting tools, you will be enlisted in our training programs for this.- Fundamental architectural understanding of our Workday software.- Ensure that all customer issues/cases are addressed and responded to in a timely manager, in accordance with Service Level Agreements.- Effectively prioritize and escalate customer issues when those issues severely impact a customer, driving problems to resolution and managing the communication and expectations within Workday and with the customer.- Participate in 24x7 global coverage for the Customer Support team.- Clearly and succinctly document communications with customers within our case management system, providing outstanding customer service and high quality technical responses.- Engage across corporate functions (Services, Product Management, Development, QA, Operations, Environments) to partner together to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.

About You

Do you have what it takes

This role requires someone to contribute to a high performing team that continuously provides outstanding Customer support. We want someone who is ready and willing to take their knowledge of operations, performance issues, technical troubleshooting, collaborating and problem solving to help their team resolve Customer issues. If you have existing or transferable experience in any of the following areas, then we’d love to hear from you:
Basic Qualifications-
- Develop product expertise in various Workday products, including but not limited to, User Interface, Authentication (Native, SAML, Openid, Multi Factor, etc.), Mobile Devices

Other Qualifications- Advanced understanding of Mobile software such as iOS and Android- Advanced understanding of all browsers and use of developer tools- Participate in our global 24/7 support program- Bachelor Degree in one of the following: Computer Science, Information Management, Statistics or Mathematics- Strong planning, scheduling, and organization skills.- Excellent verbal and written communication skills.- Ability to absorb new technologies and features quickly.- Excellent analytical, problem solving, and multi-ta

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