Customer Support Analyst

2 weeks ago

Pleasanton, United States Saicon Consultants Inc Full time
Job DescriptionJob Description

Job Description: Senior Associate Customer Support Analyst As a Workday Education Operations Support Analyst, you’ll be a self-starter in your own right, good at managing multiple inquiries and tasks, while ensuring excellent customer service. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to successfully manage their Workday training. You will collaborate with several teams across Workday to ensure that Workday Education is in alignment and contributing to an excellent customer experience. You’ll be technically savvy and customer focused, becoming an expert at manipulating the Learning Management System (LMS) and develop a deep understanding of the various portals our end users utilize to gain access to our systems. You’ll take Workday’s core value of Customer Service to the next level; continually looking for ways to measure and improve the customer experience. Your responsibilities:

  • Assume ownership of various support initiatives or projects.
  • Develop a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.
  • 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.
  • In the course of resolving cases, you will be required to manipulate the Learning Management System (LMS), have a good understanding of our policies and be comfortable reconciling accounts.
  • Contribute to the evolution and development of training support.
  • Regularly assess, communicate and report on case types and overall user experience.
  • We’ll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience.
  • You will design and drive process improvement around supporting our customers, partners, and internal users.
  • Develop a deep understanding of Workday’s training offerings; be consultative with our customers, partners, and other internal teams.
  • Work within a global team, spanning various time zones.
  • Be able to learn from your peers as well as conduct independent investigation.
  • Gain a concrete understanding of Workday Educations business, the various audiences, and drivers behind the business.
  • Partner and collaborate with other Workday organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.
  • Responsible for understanding the Education Portal(s) hosted on Salesforce.com; become a subject matter expert on the integrations between SFDC and the LMS Establish yourself as an expert user of our Learning Management System (LMS), including enrollment support, administration, reporting and troubleshooting.
  • Become a utility player within Education Operations and be able to flex job priorities as the business demands.

About You

  • You thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitments.
  • You should be passionate about the quality of what you do with an intense desire to continue to make everything you are involved in better.
  • You should be driven by maintaining a high level of productivity and be passionate about problem solving.
  • You should also be ready to work hard but have a lot of fun doing it
  • Ability to learn technology quickly through instruction and self-training.
  • Ability to create and deliver presentations to an external customer audience.
  • A passion for leveraging technology to streamline process.
  • A proven ability to independently manage projects and attain buy-in and sign off from stakeholders.
  • Knowledge of e-learning technologies and blended learning deployment strategies is required.
  • Strong at driving and executing on logistics.
  • Excellent problem solving skills.
  • Ability to be flexible and adapt to a changing environment.
  • Ability to thrive in a fast paced work environment and collaborate within a global team.
  • Excellent at building relationships across teams to meet team goals and align with business objectives.
  • Ability to apply a systems thinking approach.
  • Ability to apply Big Picture concepts to your role and work.
  • Ability to be a utility player and fill in where the business demands.
  • Bachelor degree, or equivalent and relevant working experience are required.
Company DescriptionSaicon Consultants, Inc. has been providing IT Professional Services to Fortune 500 companies nationwide since 1998. Saicon provides individualized attention to each of its client’s needs and deploys the utmost quality through the right resources at the right time and for the right cost.
Saicon, headquartered in the Midwest (Overland Park, KS), is a certified Minority/Women Business Enterprise IT consulting company that stands behind its qualified resources and services which is confirmed by its client satisfaction measurement process (SOAR). We have built a core business around ERP, Client Server Development, and Administration. With our effective business model, we are able to consistently and successfully deliver to two of the most important criteria facing Executives today: High Quality and Low Cost

Types of Services

Saicon Consultants, Inc. provides IT consulting professional services focusing on the following areas:

ERP (SAP and Oracle – including PeopleSoft, Siebel, Oracle Applications)
Application Development (Java/J2EE and Microsoft.NET Technologies)
Administration (System – Unix; Server – WebLogic, WebSphere, Windows; Database – Oracle, SQL Server, DB2; and Network – MS Exchange/Active Directory, Cisco Routers/Switches/Firewalls)
Analytics – Big Data, Datawarehouse/ETL, Cloud Services
Flexibility of Our Services

Saicon Consultants, Inc. offers flexibility in our services which include the following:
Project Solutions (Small to Mid-Size)
Team Services
Staff Augmentation
Contract for Hire
Industries Served

Saicon Consultants, Inc. specializes in providing resources in a variety of industries:
Apparel
Government/Public Sector
Automotive
Manufacturing
Chemical/Bio-Tech/ Pharmaceutical
Media/Entertainment
Energy/Utilities
Technology/Consulting
Financial Services/Banking/Mortgage
TelecommunicationsCompany DescriptionSaicon Consultants, Inc. has been providing IT Professional Services to Fortune 500 companies nationwide since 1998. Saicon provides individualized attention to each of its client’s needs and deploys the utmost quality through the right resources at the right time and for the right cost.\r
Saicon, headquartered in the Midwest (Overland Park, KS), is a certified Minority/Women Business Enterprise IT consulting company that stands behind its qualified resources and services which is confirmed by its client satisfaction measurement process (SOAR). We have built a core business around ERP, Client Server Development, and Administration. With our effective business model, we are able to consistently and successfully deliver to two of the most important criteria facing Executives today: High Quality and Low Cost\r
\r
Types of Services\r
\r
Saicon Consultants, Inc. provides IT consulting professional services focusing on the following areas:\r
\r
ERP (SAP and Oracle – including PeopleSoft, Siebel, Oracle Applications)\r
Application Development (Java/J2EE and Microsoft.NET Technologies)\r
Administration (System – Unix; Server – WebLogic, WebSphere, Windows; Database – Oracle, SQL Server, DB2; and Network – MS Exchange/Active Directory, Cisco Routers/Switches/Firewalls)\r
Analytics – Big Data, Datawarehouse/ETL, Cloud Services\r
Flexibility of Our Services\r
\r
Saicon Consultants, Inc. offers flexibility in our services which include the following:\r
Project Solutions (Small to Mid-Size)\r
Team Services\r
Staff Augmentation\r
Contract for Hire\r
Industries Served\r
\r
Saicon Consultants, Inc. specializes in providing resources in a variety of industries:\r
Apparel \r
Government/Public Sector\r
Automotive \r
Manufacturing\r
Chemical/Bio-Tech/ Pharmaceutical\r
Media/Entertainment\r
Energy/Utilities\r
Technology/Consulting\r
Financial Services/Banking/Mortgage\r
Telecommunications

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