Customer Support Specialist

3 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

This is not “just another” customer service role. We are financials experts

Workday’s Financials and Spend domains have a broad range of high-demand products, each packed with its own set of forward-thinking features to ensure our customers meet their everyday requirements. From Expenses to Business Assets, Procurement to Financial Accounting and much more, we are there to support our customers in all their financial needs. However, we do not stop there.

Behind every extraordinary product is an outstanding team. Our financials experts 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

We work with a mixture of customer use cases as we cover multiple financial modules globally. Success in this role relies on determining where to take action and who to involve to get the best and most time efficient outcomes. Balancing multiple issues with contending priorities will become second nature. No two days are the same, so if you are looking for a fast paced, collaborative role where you will be persistently challenged while growing, learning and developing, this is a phenomenal fit.

What would you do all day?- Handle a queue of financial support cases, prioritizing issues based on severity and customer impact- Work through interesting problems, motivate change and implement solutions- Handle time critical issues- Build relationships with our customers- Collaborate with Product Managers, QA and Development to determine solutions or workarounds- Balance ownership of existing case load while troubleshooting newly discovered issues- Maintain your knowledge of new functionality and compliance changes- Use your energy, drive and resourcefulness to encourage others throughout the company- Participate in our 24/7 Global Support shifts

Key Responsibilities:
Understand and support our customers in the following areas:
- Financial Integrations that support Supplier Invoices, Payment Processing & Expense Reporting- Financial Reporting (Accounts Payable)-
- Audit & Compliance

About You

Basic Qualifications- 3+ years' of previous SaaS support experience- Prior experience with Workday Financial software in a support environment- Working knowledge of packaged integrations and the ability to build the templates for customer facing use cases

Other Qualifications- A strong level of familiarity with financial terminology and business processes (ie Accounts Payable, Payment Processing, Settlements, Bank Accounts, Cash Management, Expenses, Document Management and Reporting)- Bachelor's degree in Finance, Accounting or related field, or equivalent work experience- Fluency in Japanese would be a nice to have

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

Salary range NZD 95,000 - 110,000 (depending on experience) + bonus and RSUs

Workday is an Equal Opportunity Employer including individuals with disabilities.

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

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