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 Workday Experience is the combination of everything that′s outstanding about Workday: our culture, core values, our company meetings, our recognition programs, but most meaningfully it′s our people. It′s everything that makes us different from your average employer, and what makes Workday an outstanding place to spend a workday! At Workday, we are committed to equal employment opportunity.Customer Care is an extension of the Workday Support Team. Our Customer Care Analysts work with customers to improve their overall user experience with Workday.About the RoleWork closely with other Customer Care analysts to ensure our customers’ inquiries are efficiently followed up onHandle an incoming case queue and help resolve customer issues in a timely mannerClearly and succinctly detail communications to customersLiaison between the customer and our internal teams to ensure the customers’ needs are being metPrioritise and raise customer issues as the need arisesExpected to work on weekends as part of an on-call rotationAbout YouBasic Qualifications3+ years of Customer Support experienceExperience in a customer support role in SaaS environmentBachelor’s degree or equivalent experience; business or technical degreeExperience with case management systemsOther QualificationsSolid digital literacy (Excel, Word, PowerPoint, software applications)Able to absorb new concepts and technologies quicklyAttention to detail and able to keep track of lots of data effectivelyExcellent teammate who will work across the organisation and company to continue improving the way we serve our customerAbility to collaborate and build positive relationshipsExcellent verbal and written communication skillsSolid computer skills (Excel, Word, PowerPoint, software applications)Ability to understand and interpret data from multiple sourcesEfficiently research customer issues and questions with a follow through to resolutionAbility to work in a fast paced, dynamic, and upbeat environmentForward-thinking individual who will analyse and improve current processesOur 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!