Senior Associate Technical Support Delivery Analyst - Remote

Overview

The Senior Associate Technical Support Delivery Analyst at Workday plays a crucial role in providing exceptional customer support for our SaaS products, ensuring customer satisfaction and timely resolution of issues.

In Short

• Handle a queue of HCM support cases based on severity and customer impact.
• Collaborate with Product Managers, QA, and Development to find solutions.
• Build solid relationships with customers and provide timely resolutions.
• Participate in a regional shift pattern for 24/7 coverage.
• Maintain knowledge of new functionalities and compliance changes.
• Manage incoming case queues and prioritize issues effectively.
• Engage in initiatives and projects that inspire passion in support.
• Mentor and coach colleagues throughout the company.
• Demonstrate resilience under tight deadlines and conflicting priorities.
• Support various applications including HCM and Payroll.

Requirements

• 3 years of experience with SaaS Enterprise software in a support role.
• Ability to support or implement HCM and Workforce Management applications.
• Experience in building internal and external documentation.
• Confident communication skills, both verbal and written.
• Basic knowledge of Object Oriented Programming languages.
• Familiarity with SQL and API clients.
• Ability to manage case load and troubleshoot effectively.
• Experience with health monitoring tools is a plus.
• Ability to engage multiple teams to resolve critical issues.
• Demonstrable resilience in a fast-paced environment.

Benefits

• Flexible work schedules to promote work-life balance.
• Opportunities for professional development and career advancement.
• A collaborative and inclusive company culture.
• Engagement in community and environmental initiatives.
• Competitive salary and benefits package.
• Access to employee referral programs.
• Commitment to diversity and equal opportunities.
• Support for employees’ mental and physical well-being.
• Opportunities to participate in company initiatives.
• Access to training and certification programs.