Customer Support Analyst

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

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. 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

Variety is key This opportunity will make use of your troubleshooting and critical thinking skills. 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, prioritising 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

About You

You genuinely care about helping people and ensuring they get the help they are looking for regardless of how complex the challenge might be. Through collaboration with your network and an analytical approach you tackle these challenges, enhancing your knowledge on the go and pursuing the best solution to meet your customer’s needs, regardless if that customer is external or internal.

Once you reach the desired outcome you know exactly how to deliver the message guaranteeing absolute clarity and effectiveness. The reason you are able to do all of this is because you have several years of experience in situations that have helped you develop these skills.

Basic Qualifications- 2+ years of SaaS support experience OR experience leading Financial or ERP implementation projects - eg. Financial systems, General Ledger, Accounts Payable, Accounts Receivable, Procurement, Inventory, Strategic Sourcing or comparable

Other Qualifications- An extensive troubleshooting/problem solving background- Critical and analytical thinking skills- Advanced Workday User or Implementation Knowledge- SaaS support preferably in financials

A fit works both ways, so what’s in it for you?

Happy employees lead to happy customers, and that’s why employees are at the center of our values. We believe our employees are at their best when everyone works together and feels like they belong. We want to work with talented, smart, compassionate, kind, and personable people who choose a team-first culture. We offer an employee-first culture to support and encourage our employees and their families. This ranges from a supportive all-inclusive environment to amazing company events and highly competitive benefit packages (think generous base, bonus and stock) We want you to work with us for the right reasons and help strengthen our amazing culture.
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