Sr Associate Technical Support Delivery Analyst - (Tuesday - Saturday Shift) 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, SaaS, Enterprise SoftwareIndustries

Requirements

3+ years customer service experience required with a focus on troubleshooting technical issues in SaaS or software environments
Exceptional communication skills
Highly organized
Customer intuitive
Experience troubleshooting and debugging
Availability for Tuesday - Saturday, 12:00 p.m. - 9:00 p.m. Costa Rica time schedule (once fully trained)

Responsibilities

Partner with customers to effectively resolve issues through email communications, adapting to fluctuations in the volume of incoming inquiries
Partner with product, engineering, and data science teams to identify and diagnose software issues to fix and improve the product experience for customers
Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow better
Create and review KCS articles for Knowledge
Collaborate with product and engineering teams to become an expert on new features acting as the go-to person for internal and external questions
Participate in rostered shifts as part of 24/7 Global Support shifts (Support Around the World)

Skills

Key technologies and capabilities for this role

Technical SupportCustomer ServiceContract ManagementDocument IntelligenceAITroubleshootingCustomer Support

Questions & Answers

Common questions about this position

What is the work schedule for this role?

The position follows a 12:00pm to 9:00pm Tuesday - Saturday schedule.

What does the company culture at Workday emphasize?

Workday's culture is rooted in integrity, empathy, and shared enthusiasm, with a focus on collaboration, trust, employee growth, and both employee and customer happiness.

What are the key responsibilities of this role?

The role involves partnering with customers to effectively resolve issues through email communications, adapting to a mix of customer use-cases across multiple contract management modules globally, and balancing multiple issues with competing priorities.

What salary or compensation does this position offer?

This information is not specified in the job description.

What kind of candidate is Workday looking for in this role?

Workday seeks curious minds and courageous collaborators who bring optimism and drive, with expertise in contract management, passion for customer service, innovation, and excellence, and the ability to thrive in a fast-paced, collaborative environment.

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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