The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.

Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes.

What would you do all day

- Handle a queue of HCM 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)

Key Responsibilities:Understand and support our customers in the following areas:

- Employee workflows
- Staffing Transactions: Hire, Onboarding, Change Job, Termination
- Form I-9 and E-Verify
- Case Management
- Knowledge Management
- Personal Information

About You

Basic Qualifications





- 3 years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting setting

Other Qualifications
- Demonstrable ability to support or implement HCM, Workforce Management, Payroll, VMS or Higher Ed applications
- Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
- Ability to collaborate with multiple partners across a diverse organization
- Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
- Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.
- Experience building internal and/or external facing documentation (KCS experience a plus)
- Previous experience with health monitoring tools is an advantage
- Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
- Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)
- Ability to read and analyze log files
- Basic knowledge of SQL syntax to read existing scripts and queries.
- Basic experience with api client (SoapUI, Test Studio, and/or Postman/Bruno)

📌 Sr Associate Technical Support Delivery Analyst (Pune)
🏢 Workday
📍 Pune