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 TeamAt Workday, we take a different approach to Enterprise Software, we design intuitive experiences that users love. Our customers don’t think of us as just another software vendor. They see us as a partner in every sense of the word, in it for the long haul and committed to helping them deftly lead their organization in a changing world.The goal of our team is to ensure Workday delivers an excellent user experience. You’ll be part of a group of specialists that support Payroll Integrations and related Web Services / APIs.En Workday adoptamos un enfoque diferente del software empresarial: diseñamos experiencias intuitivas que encantan a los usuarios. Nuestros clientes no nos consideran un proveedor de software más. Nos ven como un socio en todos los sentidos de la palabra, comprometidos a largo plazo y comprometidos a ayudarlos a liderar hábilmente su organización en un mundo cambiante.El objetivo de nuestro equipo es garantizar que Workday ofrezca una excelente experiencia de usuario. Formarás parte de un grupo de especialistas que respaldan las integraciones de nómina y los servicios web/API relacionados.About the RoleCustomer Support Analyst - Payroll Integrations is a technical role where you will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service. It's about passion, innovation and excellence in a fast-paced and dynamic organization. This position requires a self-motivated, customer-focused professional with strong follow-through, who consistently keeps commitments to projects, customers, and fellow employees.This role operates in a flex model with at least 50% of time spent in office.El Analista de atención al cliente - Integraciones de nómina es una función técnica en la que usted será el principal punto de contacto con el cliente y deberá garantizar que cada interacción se maneje con una actitud profesional y un nivel superior de servicio. Se trata de pasión, innovación y excelencia en una organización dinámica y de ritmo rápido. Este puesto requiere un profesional motivado y centrado en el cliente con un fuerte seguimiento, que mantenga constantemente sus compromisos con los proyectos, los clientes y los compañeros de trabajo. Este rol opera en un modelo flexible con al menos el 50% del tiempo pasado en el cargo.What would you do all day?Work directly with customers, partners, operations and development to research, troubleshoot, and resolve product and performance issues in a timely manner.Ensure that you are completely trained on all troubleshooting tools, you will participate in our training programs and work closely with a mentor. Understand Fundamental architecture of our Workday software.Ensure that all customer issues/cases are addressed and responded to in a timely manner, in accordance with Service Level Agreements.Effectively prioritize and escalate customer issues when those issues severely impact a customer, driving problems to resolution as well as manage communication and expectations within Workday and with the customer.Participate in 24x7 global coverage for the Customer Support team.Clearly and succinctly document communications with customers within our case management system, providing outstanding customer service and high quality technical responses.Engage across corporate functions (Services, Product Management, Development, QA, Operations, Environments) to partner together to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.¿Qué harías todo el día?Trabajar directamente con clientes, socios, operaciones y desarrollo para investigar, solucionar problemas y resolver problemas de productos y rendimiento de manera oportuna.Asegúrarse de estar completamente capacitado en todas las herramientas de solución de problemas, participará en nuestros programas de capacitación y trabajará en estrecha colaboración con un mentor. Comprender la arquitectura fundamental de nuestro software Workday.Asegúrese de que todos los problemas/casos de los clientes se aborden y respondan de manera oportuna, de acuerdo con los Acuerdos de Nivel de Servicio.Priorizar y escalar de manera efectiva los problemas de los clientes cuando dichos problemas afecten gravemente a un cliente, resolviendo los problemas y gestionando la comunicación y las expectativas dentro de Workday y con el cliente.Participar en la cobertura global 24x7 para el equipo de atención al cliente.Documente de forma clara y sucinta las comunicaciones con los clientes dentro de nuestro sistema de gestión de casos, brindando un excelente servicio al cliente y respuestas técnicas de alta calidad.Participar en todas las funciones corporativas (servicios, gestión de productos, desarrollo, control de calidad, operaciones, entornos) para asociarse para resolver problemas, mejorar procesos y garantizar que estamos entregando soluciones para satisfacer las necesidades de nuestros clientes.About YouBasic Qualifications3 or more years of experience supporting or implementing integration solutions or related HCM SaaS enterprise products.Other QualificationsCustomer Support experience, providing software or integrations support for other functional enterprise software applicationsDemonstrated ability to support or implement Payroll solutionsAbility to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomesAbility to balance multiple priorities and communicate across diverse teams within the organizationDemonstrate resilience when faced with tight resolution timeframes and conflicting/opposing prioritiesSolid understanding of case handling processes and escalation proceduresPrior experience with Knowledge-centered service (KCS)Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.Cualificaciones básicas:3 o más años de experiencia respaldando o implementando soluciones de integración o productos empresariales HCM SaaS relacionados.Otras calificaciones: Experiencia en atención al cliente, proporcionando software o soporte de integraciones para otras aplicaciones funcionales de software empresarial.Capacidad demostrada para respaldar o implementar soluciones de nómina.Capacidad para involucrar y coordinar múltiples equipos para identificar y plantear la importancia de problemas críticos para obtener resultados rápidos.Capacidad para equilibrar múltiples prioridades y comunicarse entre diversos equipos dentro de la organización.Demostrar resiliencia cuando se enfrentan a plazos de resolución ajustados y prioridades conflictivas/opuestas.Comprensión sólida de los procesos de manejo de casos y procedimientos de escalamiento.Experiencia previa con servicio centrado en el conocimiento (KCS)Workday es un empleador que ofrece igualdad de oportunidades, incluidas personas con discapacidades y veteranos protegidos.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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