Sr Associate Technical Support Delivery Analyst

Experience: Not Available to Not Available years

Location: IND.Pune

Skills: customer service, technical support, SaaS, technology skills, administrative tasks

About the Team
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
• Solid verbal and written English communication skills
• Demonstrated experience delivering exceptional technical support in a SaaS or technology company
• Solid 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 Chance 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 Pune
🏢 Workday
📍 Pune