Customer Support Analyst

2 days ago

Auckland City, New Zealand Workday Full time

**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**
Workday’s Customer Support teams are driven by a passion for our products and the success of our customers' User experience. We’re a diverse group of people, with an invaluable mix of experience and backgrounds, located in our amazing Dublin office

We promote Workday’s core values, with ‘Employees’ being our first This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone.

We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.

**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 Learning 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
- Use your energy, drive, adaptability, and passion to inspire others throughout the company

**About You**

**Basic Qualifications**

3+ years in one of the following:

- SaaS software support or

**Other Qualifications**
- Demonstrable ability to support or implement learning solutions
- 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, Recruiting, Talent, Learning

**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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