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Associate Customer Support Analyst

Workday Austin, TX
  • Expired: April 12, 2019. Applications are no longer accepted.

Join our team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

Job Description

Description

Join our team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

Job Description

Adaptive Insights, a Workday company, makes software for people who plan. We're powering a new generation of business planning for organizations of all sizes with the Adaptive Insights Business Planning Cloud. Addressing the need for greater business agility in a world that moves fast, our Business Planning Cloud delivers a new way for everybody who plans to collaborate, gain business insights, and adapt with agility.

Role

Description:

As part of a world class technical support team, your key duties will include 1st line support primarily by email and telephone for our existing customer base to deliver resolutions to product support issues and questions.

This position requires a weekend rotational shift.  Candidates must be local to the Austin area or able to self-relocate

Duties and Responsibilities:

  • Answering calls and handling issues with a high standard of customer service.
  • Coordinate resolution of issues within service level targets.
  • Ownership and timely resolution of issues to the satisfaction of the customer.
  • Talking customers through standard fixes and resolutions.
  • Working with various functional teams to reach problem resolution and track product issues.
  • Development of technical ability through knowledge reuse.
  • Pro-active monitoring of email phone support requests.
  • Development of internal documentation, processes and procedures.

Required Skill/Experience:

    • Bachelor's degree (Finance, Accounting, Economics, MIS, CS or Business related degree preferred)
    • Focus on customer satisfaction.
    • At least 1 year of customer support experience ideally in a call center or help desk environment.
    • Excellent written and verbal communication skills, combined with the ability to communicate with users at all levels and varying technical ability.
    • Strong troubleshooting, problem solving and analytical ability.
    • Comfortable working with software where there may be some ambiguity in determining solutions and next steps.
    • Excellent time management and organizational skills.
    • Basic programming knowledge is a plus.