Technical Customer Support Analyst (Vendor & Workforce Management) at Workday

Costa Rica

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, HR Tech, SaaSIndustries

Requirements

3+ years of experience with SaaS Enterprise software (e.g., SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Cornerstone or a similar application) in a support, implementation or consulting environment
Basic knowledge of SQL syntax to read existing scripts and queries, and write a simple query

Responsibilities

Handle a queue of support cases, prioritizing issues based on severity and customer impact
Work through exciting problems, motivate change and implement solutions
Handle time critical issues
Build solid relationships with our customers
Collaborate with Product Managers, QA and Development to determine solutions or workarounds
Balance ownership of existing case load while troubleshooting newly discovered issues
Maintain your knowledge of new functionality and compliance changes
Maintain certifications and training as required for the role
Get involved with initiatives, councils and projects that inspire your passion in support
Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)
Understand and support our customers in the following areas: VMS (Vendor Management Systems), Extended Workforce Management - source, onboard, manage, invoice, and offboard contingent labor, Statement of Work - track projects against key areas, manage change orders, and build process controls on Statements of Work (SOW), Worker Profile Management - capture data for headcount and individual workers for programs that track time or expenses outside Workday VNDLY

Skills

Key technologies and capabilities for this role

Customer SupportVendor ManagementWorkforce ManagementCustomer ServiceWorkday

Questions & Answers

Common questions about this position

What is the work schedule like for this role?

The role involves participating in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes.

What are the main responsibilities of this position?

Daily tasks include handling a queue of support cases, prioritizing issues by severity and impact, working through problems to implement solutions, building customer relationships, and collaborating with Product Managers, QA, and Development.

What is Workday's company culture like?

Workday's culture is rooted in integrity, empathy, and shared enthusiasm, with a focus on employees first, flexible work schedules, work-life balance, equal opportunities, and a supportive environment for growth and collaboration.

What kind of team will I be joining?

You'll join Workday’s Customer Support teams, a diverse group with varied experience and backgrounds located around the world, driven by passion for products and customer success.

What qualities make a strong candidate for this role?

Strong candidates have a creative approach, are eager to learn, support colleagues, bring energy, drive, and resourcefulness, and embody curious minds with courageous collaboration.

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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