Job details

Customer Support Analyst (Adaptive Financial Planning)

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

The Workday Adaptive Planning Customer Support team provides customers an extraordinary support experience! We engage with customers and partners of all sizes and industries to provide technical support for usage of the Workday Adaptive Planning Product Suite. The suite includes financial, sales, and workforce planning capabilities, data visualizations and reporting, data integrations (ETL tools and APIs), and more.

Our team is comprised of support analysts and engineers with a diverse mix of backgrounds and experiences. We promote Workday’s core values with a strong commitment to our employees.

About the Role

This is not just a role answering questions - it's about digging in and coming up with solutions to a variety of time sensitive, operational critical issues - it's about passion, innovation and excellence in a fast-paced and dynamic organization. Our ultimate goal is to ensure Workday delivers an excellent user experience.

You will support customers via calls and emails with a strong focus on timely resolution of issues and customer satisfaction.
You will work cross-functionally to coordinate resolution of issues within the support team and the product development team within service level targets.
You will guide customers through standard fixes and resolutions.
You will manage a queue of multiple high severity/high priority tickets.
You will contribute to customer facing knowledge base articles, internal documentation, processes and procedures.

What you can achieve in your first 12 months

Documenting and characterizing customer reported software issues and determining resolution and/or workarounds or if an escalation is required.
Working with various functional teams to reach problem resolution and track product issues.
Escalate product bugs to Support Engineers, track resolutions and communication corrections and workarounds to customers.
Development of technical ability through knowledge reuse.

This role will require occasional holiday shift coverage and after hours/weekend shifts. Candidates should be local to the Austin, TX or be able to self-relocate. This role operates in a flex model with at least 50% of time spent in office.

About You

Basic Qualifications

5+ years of customer support experience, providing technical support for complex software and environment issues with a solid understanding of case handling processes and escalation procedures OR 5+ of experience as a Financial Analyst with some customer support experience
Experience supporting a SaaS software solution
Bachelor’s degree OR equivalent work experience.

Other Qualifications

Excellent written and verbal communication skills combined with the ability to communicate with users at all levels and varying technical ability.
Ability to triage multiple high severity cases and provide resolutions to cases outside of the primary product specialization area.
Strong troubleshooting, problem solving and analytical skills. Ability to determine undocumented solutions and workarounds for issues to help unblock customers.
Comfortable working with software where there may be some ambiguity in determining solutions and next steps.
A self-starter, with the ability to work autonomously to find workarounds and solutions, but knows when to ask for help when blocked
Proficient in Microsoft Excel
Networking certification and/or network troubleshooting experience is strongly desired
Programming, scripting, data integration is a plus

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity 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!

Workday Glassdoor Company Review

4.2

Workday DE&I Review

No rating

CEO of Workday

Aneel Bhusri | Carl Eschenbach

Approve of CEO

By Workday

Workday brings finance, HR, and planning into one system, making it possible for enterprises of all sizes to shed their disparate systems and build better businesses. We serve over 7,900 of the world’s largest companies, educational institutions, ...

57 jobs

MATCH

Calculating your matching score...

FUNDING

Other

INDUSTRY

Enterprise Software & Network Solutions

TEAM SIZE

10000+

LOCATION

Hybrid, based in Pleasanton, CA

DATE POSTED