Payroll Integrations Technical Support Analyst

Role & responsibilities

Integration Support Analyst is a technical role where you will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service. It's about passion, innovation and excellence in a fast-paced and dynamic organization. This position requires a self-motivated, customer-focused professional with strong follow-through, who consistently keeps commitments to projects, customers, and fellow employees.

This role operates in a flex model with at least 50% of time spent in office.

What would you do all day?

• Work directly with customers, partners, operations and development to research, troubleshoot, and resolve product and performance issues in a timely manner.
• Ensure that you are completely trained on all troubleshooting tools, you will participate in our training programs and work closely with a mentor. 
• Understand Fundamental architecture of our Workday software.
• Ensure that all customer issues/cases are addressed and responded to in a timely manner, in accordance with Service Level Agreements.
• Effectively prioritize and escalate customer issues when those issues severely impact a customer, driving problems to resolution as well as manage communication and expectations within Workday and with the customer.
• Participate in 24x7 global coverage for the Customer Support team.
• Clearly and succinctly document communications with customers within our case management system, providing outstanding customer service and high quality technical responses.
• Engage across corporate functions (Services, Product Management, Development, QA, Operations, Environments) to partner together to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.

Preferred candidate profile

• 3 or more years of experience supporting or implementing integration solutions or related HCM SaaS enterprise products.
  
  Other Qualifications
  
• Customer Support experience, providing software or integrations support for other functional enterprise software applications
• Demonstrated ability to support or implement Payroll solutions
• Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
• Ability to balance multiple priorities and communicate across diverse teams within the organization
• Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
• Solid understanding of case handling processes, escalation procedures, and programming/networking principles.
• Prior experience with Knowledge-centered service (KCS)
• ​Location / Work Hours
  
  ​This position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to relocate to Pune. 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 coverage