Sr Associate Technical Support Analyst - HiredScore - 7am-4pm at Workday

Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, HR Tech, RecruitmentIndustries

Requirements

1+ years working in a technical support or technical customer service role
1+ years of professional or academic experience, including practical application with database technologies (e.g., MongoDB, NoSQL) or foundational front or backend coding abilities
Must be available to work the hours as outlined in the job description (7am - 4pm)
Excellent verbal and written communication skills in English
Computer Science or related field degree completed or close to completion
Familiarity with ticket and knowledge management tools such as JIRA, Intercom, CRM, Confluence (preferred)
Experience with visualization tools (such as Grafana, Kibana, etc.) (preferred)
Experience working in NOC and performing technical investigations (preferred)
Understanding of AWS (preferred)
Solid understanding of case handling processes and blocking issue procedures (preferred)
Ability to balance multiple priorities and communicate across organizational boundaries (preferred)
Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems; Passionate about problem-solving and have strong analytical skills (preferred)
Ability to collaborate and build strong relationships with customers. A phenomenal teammate (preferred)

Responsibilities

Provide HiredScore + Workday customers with technical support in the post-implementation processes, and ongoing daily operations
Collaborate with R&D and Customer Success to fix core product issues
Respond promptly to customer inquiries
Provide the Product team with customers’ feedback to help identify potential new features and common issues
Provide feedback to R&D teams regarding performance and scale
Work closely with the Customer Success and Implementation Teams to accommodate customer needs, and determine solutions to reduce costs
Establish standard processes in internal and external documentation, sharing feature requests and effective workarounds with other team members
Assist the Sales team with inquiries in the pre-sale process

Skills

Key technologies and capabilities for this role

Technical SupportCustomer SupportAITalent OrchestrationRecruitment TechnologyShift Work

Questions & Answers

Common questions about this position

What are the shift hours for this role?

The role follows a 7am-4pm shift as part of the regional shift pattern for 24x7 coverage.

What is the salary range for this position?

This information is not specified in the job description.

What qualifications are required for this role?

Candidates need 1+ years working in a technical support or technical customer service role and 1+ years of professional or academic experience with databases.

What is the company culture like at Workday?

The culture is rooted in integrity, empathy, and shared enthusiasm, with a focus on supporting each other, tackling challenges with bold ideas, and fostering curiosity and collaboration.

What does the support team structure look like?

You would join the Support Tier 1 team that operates around the clock in shifts to provide 24/7 assistance and is dedicated, highly skilled, and committed to client happiness.

Workday

Cloud applications for finance and HR management

About Workday

Workday provides enterprise cloud applications that focus on finance and human resources for medium to large-sized businesses across various industries. Its main products include Workday Human Capital Management, Workday Financial Management, Workday Adaptive Planning, and Workday Student, which help organizations manage their workforce and streamline financial operations. The software operates on a subscription model, allowing clients to pay a recurring fee based on the number of users and specific modules needed. This model supports continuous updates and improvements to the software. Workday stands out from competitors due to its strong emphasis on customer satisfaction and employee engagement, offering tools like Workday Peakon Employee Voice to enhance workforce experience. The company's goal is to provide essential tools that improve operational efficiency and support businesses in managing their human resources and financial operations effectively.

Pleasanton, CaliforniaHeadquarters

2005Year Founded

$209.4MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Flexible Work Hours

Hybrid Work Options

Performance Bonus

Stock Options

Professional Development Budget

Conference Attendance Budget

Risks

Emerging HR tech startups like Buk could challenge Workday's market share.

Dependency on third-party platforms like Udemy may complicate service delivery.

Strategic shifts under new leadership could disrupt existing customer relationships.

Differentiation

Workday is a leader in cloud-based HCM and ERP solutions for large enterprises.

The company offers a subscription model ensuring steady revenue and continuous software updates.

Workday's focus on employee engagement tools like Peakon sets it apart in the market.

Upsides

Increased demand for cloud HCM solutions boosts Workday's market potential.

AI-driven analytics enhance Workday's financial management offerings with predictive insights.

Workday's partner ecosystem expansion, like with MetLife, opens new customer opportunities.

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