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 TeamOur HCM Support team’s goal is to ensure Workday delivers an excellent user experience. You’ll be part of a group of experts that support one another and foster a learning environment where questions are welcome. Every member of the team understands that open collaboration and cross-functional teamwork are vital to being successful in supporting our clients. Someone on the team once described our mission as “solving a beautiful puzzle” and we take pride in doing so.Información sobre el equipoEl objetivo de nuestro equipo de soporte HCM es garantizar que Workday ofrezca una excelente experiencia de usuario. Formarás parte de un grupo de expertos que se apoyan mutuamente y fomentan un entorno de aprendizaje donde todas las preguntas son bienvenidas. Cada miembro del equipo comprende que la colaboración abierta y el trabajo en equipo multifuncional son vitales para tener éxito en el apoyo a nuestros clientes. Alguien del equipo describió una vez nuestra misión como “armar un hermoso rompecabezas” y estamos orgullosos de hacerlo.About the RoleAs a Technical Support Delivery Analyst, you will provide technical support to customers and consultants on complex products and applications. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through resolution. The Technical Support Delivery Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.Información sobre la funciónComo analista de prestación de soporte técnico, brindará soporte técnico a clientes y consultores para productos y aplicaciones complejos. Diagnosticará y solucionará problemas de software altamente técnicos y sofisticados, informará problemas operativos/defectos de productos a los equipos de ingeniería y colaborará con múltiples partes a través de la resolución. El analista de prestación de soporte técnico también garantizará una excelente experiencia del cliente a través de una comunicación sólida y oportuna sobre el estado de los problemas y los escalamientos, hasta que se brinde una solución aceptable.About YouBasic Qualifications4+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.It is essential to be bilingual in Spanish and EnglishOther QualificationsExperience working in software delivery or support for a Compensation, Talent Management or HCM solution is idealYou’re a confident communicator (verbally and in writing), who collaborates effectively with users at all levels and varying technical abilities.Excellent analytical and problem solving skills.Ability to cultivate teamwork and build strong and positive relationships with other teams and customers.Ability to generate a sense of urgency and rally appropriate teams.Ability to guide others and you’re eager to learn as much as you can.A successful track record of managing multiple urgent priority issues concurrentlyDemonstrate initiative, flexibility and provide complete follow through on areas of responsibility.Solid understanding of case handling processes and escalation procedures.Please apply with an English version of your CV. Thank you.Qué esperamos de ustedCualificaciones básicasMás de 4 años de experiencia en ingeniería de soporte técnico, en los que haya brindado soporte técnico sobre problemas de software y entornos con aplicaciones de software empresarial: SaaS, Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en el sitio, Peoplesoft, Kronos, Cornerstone, etc.Indispensable ser bilingüe en español e inglés.Otras cualificacionesExperiencia trabajando con software o soporte para una solución de compensación, gestión de talentos o HCM , deseable.Sólidas habilidades de comunicación (oral y verbal), ya que tendrá que colaborar con usuarios de todos los niveles y con diferentes habilidades técnicas.Excelentes habilidades analíticas y de resolución de problemas.Capacidad para cultivar el trabajo en equipo y construir relaciones sólidas y positivas con otros equipos y clientes.Capacidad para generar un sentido de urgencia y reunir los recursos adecuados.Capacidad para guiar a otros y ganas de aprender todo lo posible.Un historial exitoso en la gestión simultánea de múltiples cuestiones urgentes y prioritarias.Demostrar iniciativa, flexibilidad y proporcionar un seguimiento completo de las áreas de responsabilidad.Comprensión sólida de los procesos de manejo de casos y procedimientos de escalamiento.Por favor, envíe su CV en inglés. Gracias.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.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
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