Customer Support Analyst- Communications

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

The Customer Care team is an extension of Workday Support. We are driven by our excitement in providing customers an extraordinary support experience! Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed. We have teams based out of California, Texas, and Georgia in the US, Ireland in the EMEA region, and New Zealand in the APAC region as well as Pune, India.

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 timely, 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 cases, prioritizing issues based on severity and customer impact
• Effectively onboard new customers and introduce them to Workday Support via email and video calls.
• Solve complex problems, inspire change, and implement solutions
• Handle sensitive customer issues.
• Maintain your knowledge of new functionality and compliance changes.
• Use your energy, drive, adaptability and passion to perpetrate the positive vibes throughout the company.
• Participate in our 24/7 global coverage plan
• Work closely with other Customer Care analysts to ensure our customers’ inquiries are efficiently followed up on
• Handle an incoming case queue and help resolve customer issues in a timely manner
• Clearly and succinctly detail communications to customers
• Liaison between the customer and our internal teams to ensure the customers’ needs are being met
• Prioritize customer issues as required

About You

Basic Qualifications:

3+ years in one of the following:

• Customer Support experience in a SAAS environment preferred
• Experience documenting processes
• Work with Product Managers, QA and Development to highlight customer processes, trends and identify areas for enhanced functionality and tools.
• Experience in one or more of the following areas is a plus: Human Capital Management, Recruiting, Talent, Compensation, Learning

Other Qualifications:

• Demonstrable ability to support or implement benefits 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 benefits related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.
• Strong written and verbal skills

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: USA.CA.Pleasanton

Primary Location Base Pay Range: $88,000 USD - $132,000 USD

Additional US Location(s) Base Pay Range: $64,000 USD - $132,000 USD

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.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!