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 Workday は、財務および人事向けのクラウドベースのエンタープライズ アプリケーションのトップ プロバイダーであり、世界中の組織が効果的に変化に対応できるようにしています。財務管理、人事、計画、支出管理、分析における AI と機械学習を活用したアプリケーションは、中堅企業やフォーチュン 500 企業の半数以上を含む 10,000 を超える世界中の顧客をサポートしています。当社オークランドサポートチームはお客様にフォーカスした日本語でのアプリケーション サポートアナリストを募集しています。 About the Role Our customers rely on our team all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage What would you do all day? - Solve complex problems, drive change, and implement solutions - Handle time critical escalated issues - Work with Support team, Product Managers, QA, and Development to identify solutions or workarounds - Balance ownership of existing case load while solving new issues - Maintain your knowledge of new functionality and compliance changes - Regularly contribute to knowledge base (KCS) to improve resolution effectiveness - Use your energy, drive, adaptability, and passion to inspire others throughout the company - Take part in our 24/7 Global Support Shifts About You Basic Qualifications - It is essential to be bilingual in Japanese and English (Fluency in Speaking, Reading and Writing required) Other Qualifications - Experience working in software delivery or support for a Compensation, Talent Management or HCM solution is ideal - You’re a confident communicator (verbally and in writing), who collaborates effectively with users at all levels and varying technical abilities. - Excellent analytical and problem solving skills. - Ability to cultivate teamwork and build strong and positive relationships with other teams and customers. - Ability to generate a sense of urgency and rally appropriate teams. - Ability to guide others and you’re eager to learn as much as you can. - A successful track record of managing multiple urgent priority issues concurrently - Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility. - Solid understanding of case handling processes and escalation procedures. - Degree in Technical Disciplines is desirable Working Model - This role operates in a flex model with at least 50% of time spent in office. LI-SG6 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 connection at Workday about our Employee Referral process