Must be available to work Saturday through Wednesday from 8am - 5pm CSTThis role provides comprehensive support to Workiva customers, addressing both content integration needs and technical/functional product support. The individual will manage customer requests, troubleshoot issues, and ensure an exceptional customer service experience. This role requires availability to work specified hours and may involve assisting on ancillary projects.What You'll DoProvide timely service to customers, including Capital Markets and Investment Working Groups, and other Workiva and data platform users, throughout transaction completion, regulatory reporting cycles, and general customer support needsComplete routine service requests, such as document imports, edits, and general customer support requestsImport documents supplied from customers, applying correct formulas, formatting, and style in Workiva DocumentsCreate and link source financial data in WorkivaEnsure the accuracy of documents through review of completed workAnswer customer inquiries through dedicated support lines, email, chat, and ticket managementTroubleshoot customer issues using application knowledge, experience, and self-guided researchResolve customer issues independently or with minimal assistanceEscalate customer issues to appropriate team members while remaining accountable to customersAssist the Content Integration Department on ancillary service projectsLink, author, and edit content in Workiva’s knowledge base to enhance customer self-service resourcesAccurately capture ticket notes, document activities, and manage tickets for clarity and actionabilityWork on routine problems of a straightforward natureSolve problems and investigate issues by analyzing situations or data following applicable proceduresFollow common procedures to complete standardized assignmentsWhat You'll NeedRequired Qualifications1 year of related experienceCustomer service experienceTypically requires an Associate's Degree or equivalent combination of education and experience in a related field, OR a Bachelor’s degree or equivalent work experiencePreferred QualificationsTechnical support experienceBackground in accounting/finance industryPrevious customer-facing role(s)Technical aptitude with competency in G Suite and Microsoft Office applicationsBasic or intermediate experience in database support or network security support preferredProven professionalism in verbal and written communication via phone, email, and other channelsSelf-motivated with a strong propensity for action, results, and continuous improvementAdaptability and flexibility to work successfully in a rapidly changing environment to meet client deliverables and tight deadlinesStrong organizational skills with the ability to multi-task and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlinesProficiency to communicate directly with customers on technical aspects of our applicationDemonstrated ability to lead, work independently, and take initiative to meet established timelinesAbility to deliver high-quality service and support under pressure with a keen attention to detailAnticipate obstacles, establish timelines, and define service level agreementsCollaborate with cross-functional teams in meetings or projects, contributing to a positive team cultureWorking ConditionsMust be available to work specified hours: Saturday through Wednesday from 8am - 5pm CSTLess than 10% travel or minimal travel expectedReliable internet access required for any period of time working remotely and not in a Workiva officeHow You’ll Be Rewarded✅ Salary range in the US: $21.50 - $35.00✅ A discretionary bonus typically paid annually✅ Restricted Stock Units granted at time of hire✅ 401(k) match and comprehensive employee benefits packageThe salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic.Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com. Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.#LI-MW1
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