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Customer Support Specialist

2 months ago

Pleasanton, California, United States Workday Full time
About the Role

We are seeking a highly skilled Technical Support Delivery Analyst to join our team at Workday. As a Technical Support Delivery Analyst, you will provide technical support to customers and consultants on complex products and applications.

You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through resolution.

The Technical Support Delivery Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.

About You

We are looking for an individual with a passion for optimizing configurations, solving problems performance, and enhancing customer designs for reports and integrations.

The ideal candidate brings analytical rigor and business intelligence experience to drive performance improvement strategies stemming from the extraction, analysis and modeling of our log and application data.

Good communication, customer handling skills, and experience are crucial for success in this role.

Key Areas of Responsibility
  • Develop technical expertise in various Workday technologies, such as the reporting and analytics framework.
  • Solve issues in customer environment, collect and analyze logs, investigate root cause, provide workarounds, and communicate with colleagues to file bugs.
  • Responsible for collaborating with clients to: identify, define, and clarify technical requirements; translating business needs into efficient reports and configurations that conform to best practices.
  • Provide dedicated support to key accounts for new and legacy Workday data analytics and reporting products.
  • Implement and drive performance methodologies to resolve performance inefficiencies in reports, integrations and custom configurations.
  • Track and lead performance improvement opportunities to prioritize efforts across the Support, Operations, Product Management and Development organizations.
  • Identify, analyze, and interpret trends or patterns for large data sets.
  • Uncover process gaps and work with multi-functional teams to formulate plans to improve system performance and reliability.
  • Understand complex analytics use cases and be able to help customers to identify the issues they have and provide workarounds while communicating with internal teams to quickly resolve underlying issues.
  • Dive into use cases to understand how our customers are leveraging our platform to deliver meaningful insights, solution expertise and workarounds as needed.
Basic Qualifications
  • 2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.
Other Requirements
  • Demonstrated enterprise-level support experience with good interpersonal skills to manage and drive customer escalations.
  • Strong analytical skills with a proven ability to collect, organize and analyze significant amounts of information to drive product improvement initiatives.
  • Ability to present data into meaningful items for various audiences, including but not limited to, functional end-users and executive stakeholders.
  • Collaboration: demonstrates effective communication (verbal and written) and is able to work with cross-functional teams to drive issues towards resolution.

Workday is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees. Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.