Customer Care Analyst

Your 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 TeamThe Customer Care Tenant Management Team is a team made up of tenured professionals with extensive experience in providing a positive experience for our customers. The team takes a great deal of pride in their work and ensuring our customers' needs are met and exceeded on a regular basis.About the RoleWorkday currently has a position open for a Customer Care Analyst. 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.What would you do all day??- Manage a caseload of inquiries submitted by customers requesting assistance with Tenant issues including access, troubleshooting, restrictions, and tenant policy- Manage written and oral customer communication- Advise customers on available services and resources- Act as liaison between the customer and our internal teams (Workday Support, Documentation, 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- Identify opportunities for business process improvements and make recommendations as appropriate- Analyze ways to improve tools so that customers can be self-sufficient, and cases can be avoided- Clearly and succinctly document communications to customers- Assignment of cases as appropriate- 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 and issues- Effectively prioritize and escalate customer issues as required- Manage incoming queue through case management system to help resolve customer cases quickly and effectivelyAbout YouBasic Qualifications- 3+ years of experience supporting a software solution- Experience with a case management system such as Salesforce, Jira, etc.- Bachelor's degree or equivalent experience; business or technical degree preferredOther Qualifications- Team player experience working across the organization and company to continue improving the way we serve our customers- 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 successWorkday Pay Transparency StatementThe 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, please click here.Primary Location: USA.CA.Pleasanton Primary Location Base Pay Range: $83,200 USD - $124,800 USD Additional US Location(s) Base Pay Range: $64,000 USD - $124,800 USDOur 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!