Do you have exceptional customer service skills and an aptitude for technology? Do you enjoy solving problems efficiently and effectively? Are you action-oriented and results-driven?
About the Role
Responsibilities:
- Case Management: Troubleshoot and resolve functional and technical issues submitted through the customer portal.
- Technical Triage: Identify system bugs and collaborate with Development and Product teams to fix them.
- Consultative Support: Educate customers on how to use specific features to meet their business needs.
- Knowledge Creation: Write and update "Help" articles and documentation for the Workday Community.
- Tactical Configuration: Performing routine administrative tasks that don't require a TAM’s architectural oversight, such as resetting passwords, updating permission sets, or minor CEM text edits.
- Bug Documentation: When a true system error is found, the Support role is responsible for documenting "Steps to Reproduce" for the Engineering team.
- Creation of RCA (root cause analysis) for critical or high impact tickets.
- Knowledge Base Contribution: Translating solved tickets into "Self-Service" articles so customers can find answers faster next time.
About You
Basic Qualifications
- Strong verbal and written English communication skills
- Demonstrated experience delivering exceptional technical support in a SaaS or technology company
- Strong technology skills, able to quickly learn new software
- Proven ability to handle multiple priorities/projects/accounts at once
- An innate desire to help, understand and find solutions
Other Qualifications
- Prior experience in the recruiting, staffing, or HR industry preferred
- Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
- Workday is an Equal Prospect 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!
📌 Sr Associate Technical Support Delivery Analyst (India)
🏢 Workday
📍 India
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