About the Role 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 Talent Acquisition cases, prioritizing issues based on severity and customer impact. Solve complex problems, lead change, implement solutions, and handle time-critical issues. Work with Product Managers, QA, and Development to identify solutions or workarounds. Balance ownership of existing case load while solving newly discovered issues. Maintain your knowledge of new functionality and compliance changes. Contribute to our Knowledge Centered Service by creating knowledge articles. Use your energy, drive, adaptability, and passion to inspire others throughout the company. About You Basic Qualifications 4+ years of Customer Support experience and/or providing software support for other functional enterprise software applications. Ability to effectively and consistently manage a case backlog and active queue. Excellent verbal and written communication skills. Able to absorb new technologies and features quickly. Excellent analytical, problem-solving, and multi-tasking skills. Other Qualifications Demonstrable ability to support or implement Talent Acquisition solutions. Experience in SaaS software support. Ability to engage and coordinate multiple teams to identify and raise the 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. Resolution may include in-depth analysis, troubleshooting, and working with other internal teams. Additional experience in one or more of the following areas: Human Capital Management or Talent Acquisition.
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