AddressYour 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
The Workday Adaptive Planning Customer Support team provides customers an extraordinary support experience! We engage with customers and partners of all sizes and industries to provide technical support for usage of the Workday Adaptive Planning Product Suite. The suite includes financial, sales, and workforce planning capabilities, data visualizations and reporting, data integrations (ETL tools and APIs), and more.We engage with customers and partners of all sizes and industries to provide technical support for usage of the Workday Adaptive Planning Product Suite. The suite includes financial, sales, and workforce planning capabilities, dashboarding, data integrations (ETL tools and APIs), reporting, machine learning, and consolidation.Our team is comprised of Support Analysts and engineers with a diverse mix of backgrounds and experiences. We promote Workday’s core values with a strong commitment to our employees.
About the Role
This is not just a role answering questions - it's about digging in and coming up with solutions to a variety of time sensitive, operational critical issues - it's about passion, innovation and excellence in a fast-paced and multifaceted organization. Our ultimate goal is to ensure Workday delivers an excellent user experience.
- You will support customers via calls and emails with a solid focus on timely resolution of issues and customer satisfaction.
- You will work cross-functionally to coordinate resolution of issues within the support team and the product development team within service level targets.
- You will guide customers through standard fixes and resolutions.
- You will handle a queue of multiple high severity/high priority tickets.
- You will contribute to customer facing knowledge base articles, internal documentation, processes and procedures.
What you can achieve in your first 12 months
- Documenting and characterizing customer reported software issues and determining resolution and/or workarounds or if a blocking issue is found.
- Working with various functional teams to reach problem resolution and track product issues.
- Raising product bugs to Support Engineers, track resolutions and communication corrections and workarounds to customers.
- Development of technical ability through knowledge reuse
This role will require occasional holiday shift coverage and after hours/weekend shifts. Candidates should be local to the Austin, TX area, or be able to self-relocate. This role operates in a flex model with at least 50% of time spent in office.
About You
Basic Qualifications
Bachelor’s degree OR equivalent work experience.
Experience with troubleshooting XML and REST based web service requests
5+ years experience providing technical support for a SaaS provider
5+ years experience troubleshooting and resolving environment issues for enterprise software applications
Other Qualifications
Excellent written and verbal communication skills combined with the ability to connect with users at all levels and varying technical ability.
Ability to effectively and consistently manage a case backlog and active queue
Ability to balance multiple priorities and communicate across organizational boundaries
Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems; Passionate about problem-solving and have strong analytical skills.
Ability to triage multiple high severity cases and provide resolutions to cases outside of the primary product specialization area.
Strong troubleshooting, problem solving and analytical skills. Ability to determine undocumented solutions and workarounds for issues to unblock customers.
Comfortable working with software where there may be some ambiguity in determining solutions and next steps.
A self-starter, with the ability to work autonomously to find workarounds and solutions, but knows when to ask for help when blocked
Proficient in Microsoft Excel
Networking certification and/or network troubleshooting experience is strongly desired
Programming, scripting, data integration is a plus
Workday Pay Transparency Statement
The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, pleaseclick here.
Primary Location: USA.TX.Austin
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
Pursuant 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!
