Do what you love. Love what you do.At Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud.
We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.
Job DescriptionWe are looking for an exceptional Customer Support Analyst to join us in our mission to help every employee drive the change they want to see, through Peakon.
You will be joining a global Support team, learn about our products and support some of the biggest brands in the world.You will be the first point of contact for our customers, you will answer their questions through our different support channels (email, chat, video) and escalate where necessary.
You will partner up with the rest of the team to actively monitor support queues and achieve key metrics and targets, including response times, volumes, effectiveness and satisfaction scores.
As a Customer Support Analyst, you'll become an expert on the Peakon product suite, you will build relationships with our clients and educate them on our product features and methodology.
You will help our users optimize their use of Peakon by providing and contributing to best practices, help center material, training content and internal documentation.
You will have the opportunity to learn how these organizations use Peakon on a day-to-day basis, and you will collaborate with various departments to raise awareness of customer praise, pain points and struggles.
Last but not least it will also be possible to lead or participate in projects, outside of the queues, to develop new personal and professional skills.
We welcome your application even if you do not meet all of the criteria listed below, but are excited about the opportunity of mastering this role.
We know that skills are not static and growth is continuous, so we are happy to help you take your career to the next level together and are committed to your development at Peakon.
ResponsibilitiesBecome the first point of contact for our global customer base through email, chat and online meetings, prioritizing issues based on severity and customer impact.
Solve complex problems, drive change, and implement solutions.Work with Product Managers, QA and Development to highlight customer processing trends and identify areas for enhanced functionality and tools.
Evaluate, troubleshoot and follow-up on customer requests as well as replicate and document for further escalation.Handle sensitive escalated customer issues.
Become an expert on our Peakon product suite and methodology, whether it’s helping customers or explaining the why behind an answer to an internal team.
Foster customer education and self-service by creating, enhancing and providing internal and external documentation.Collaborate with other internal teams to coordinate or escalate requests, ensure a great customer experience and share users’ feedback.
Seek out and suggest new ways to share, optimize and automate team knowledge and processes.Use your energy, drive, adaptability and enthusiasm to perpetrate the positive vibes throughout the companyParticipate in our 24 / 7 Global Support coverage plan.
Requirements3+ years experience in a B2B Customer Support role, preferably supporting Talent Management or HCM solutions.
Fluency in English, additional languages are a plus.You’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.Demonstrated initiative, flexibility and ability to provide complete follow through on areas of responsibility.
Proven capability to foster teamwork and build strong relationships with other teams and customers.Ability to multitask, prioritize and manage time effectively to support strong customer service focus.
You are able to deal with the stress related to resolution timeframes and conflicting / competing priorities.Ability to generate a sense of urgency and rally appropriate teams.
Love to teach others and you’re eager to learn as much as you can.Experience with Zendesk, Salesforce, JIRA and Microsoft Office (Excel, xls and csv files) is highly preferred.