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 Do what you love. Love what you do.At Workday, we help the world’s largest organisations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.About the RoleThe Workday Technical Support team is looking for an experienced support analyst who is excited about SaaS and helping customers solve complex problems. This is a customer facing role that works closely with our product development and support analyst teams to help customers find workarounds and solutions to product issues. The support analyst is responsible for managing a ticket queue of cases with varying levels of complexity for Workday Products and making sure that customers get timely updates. The ideal candidate has experience working within a SaaS support organization, enjoys working with customers, has some understanding of programming, and has experience working on SasS based enterprise web applications.What would you do all day?Solve problems in Product Support for : IntegrationsResponsible for managing case/ticket queue of Support cases, prioritizing issues based on severity and customer impactSolve complex problems, lead change, implement solutions, and handle time critical issuesWork with Product Managers, QA and Development to identify solutions or workaroundsBalance ownership of existing case load while solving newly discovered issuesMaintain your knowledge of new functionality and compliance changesContribute to our Knowledge Centered Service by creating Knowledge articlesUse your energy, drive, adaptability, and passion to inspire others throughout the companyAbout YouBasic Qualifications4+ years in one of the following:SaaS software supportCustomer Support experience, providing software support for other functional enterprise software applicationsOther QualificationsIn addition to the qualifications listed above, the ideal candidate will have strong evidence-based troubleshooting experience and skill with log reading and analysis.Demonstrable ability to support SaaS based Enterprise software.Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomesAbility to collaborate with multiple partners across a diverse organizationDemonstrate resilience when faced with tight resolution timeframes and conflicting/opposing prioritiesManage 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.Solid understanding of case handling processes and escalation procedures.Additional experience in one or more of the following areas: Technical Troubleshooting, Integrations, Analytics, ReportingLocation / Work HoursThis position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to self-relocate. Candidates will be expected to work from the office at least 50% of the time. The Analyst will be on a shift rotation schedule alternating between the early and late shifts along with rotational Weekend coverage when required. Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST).Our customers rely on our team all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coveragePursuant 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!
