Customer Care Analyst


April 5, 2021

Do what you love. Love what you do.

At Workday, we help the world’s largest organizations 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.
Job Description
Title: Customer Care Analyst
Role(s): Customer Support
Customer Care is an extension of the Workday Support Team. Our Customer Care Analysts will work with customers to enhance their overall user experience with Workday. In this role you will work closely with other Customer Care Specialists to ensure our customers’ inquiries are diligently followed up on.

  • Lead internal and customer facing meetings to prepare customers for success in production

  • Develop and deliver content using Zoom to various stakeholders across the world

  • Manage written and oral customer communication

  • Advise customers about available services and resources

  • Act as liaison between the customer and our internal teams (Workday Support, Privacy and Compliance, Community, Customer Success Managers, Legal, etc.) and other internal Workday teams to ensure unique customers’ needs are being met

  • Define, document and maintain business processes, requirements, and policies

  • Support operations related initiatives identified by the Workday Support management team

  • Provide Workday Community end user support to our customers and partners

  • Analyze ways to improve tools so that customers can be self-sufficient and cases can be avoided

  • Clearly and succinctly document communications to customers

  • Own operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, tenant maintenance, etc.

  • Research customer questions/issues

  • Effectively prioritize and escalate customer issues as required

  • Manage incoming queue through case management system to help resolve customer cases quickly and effectively

It’s essential that you have:

  • 5-7 years of experience in a customer services role

  • Bachelor degree or equivalent experience; business or technical degree preferred

  • Excellent verbal and written communication skills

  • High-energy with a passion to learn and contribute

  • Solid computer skills (Software Application, Case Management)

  • Detail-oriented, able to keep track of lots of data effectively

  • Ability to absorb new concepts and technologies quickly

  • Ability to multi-task and manage priorities

  • Ability to work in a fast paced, dynamic, and fun team environment

  • Proven ability to collaborate and build strong relationships

  • Ability to understand and interpret data from multiple sources

  • Passion for customers and customer success

It would be really nice if you have:

  • 3-5 years of experience within functional areas of HR or Human Capital Management

  • SaaS experience helpful (Salesforce, Jira, etc.)

  • Team player who will work across the organization and company to continue improving the way we serve our customers