Application Support Analyst
4 weeks ago
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 Acquisition cases, prioritizing issues based on severity and customer impact
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
About You
Basic Qualifications
4+ years of Customer Support experience and / or providing software support for other functional enterprise software applications
Ability to effectively and consistently manage a case backlog and active queue
Excellent verbal and written communication skills
Able to absorb new technologies and features quickly
Excellent analytical, problem solving, and multi-tasking skills
Other Qualifications
Demonstrable ability to support or implement Talent Acquisition solutions
SaaS software support
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. Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.
Additional experience in one or more of the following areas : Human Capital Management, or Talent Acquisition
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