Technical Support Analyst - Payroll Integrations

At Workday, we take a different approach to Enterprise Software, we design intuitive experiences that users love. Our customers don t think of us as just another software vendor. They see us as a partner in every sense of the word, in it for the long haul and committed to helping them deftly lead their organization in a changing word.
The goal of our team is to ensure Workday delivers an excellent user experience. You ll be part of a group of specialists that support Payroll Integrations and related Web Services / APIs.

• 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.

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)