SaaS Customer Care Analyst, Tenant Management
One Model
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.
At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers.
Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not.
In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.
About the Team
The 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.
Información sobre el equipo
La experiencia Workday es la combinación de todo lo que hace que Workday sea excepcional: nuestra cultura, nuestros valores fundamentales, nuestras reuniones de empresa, nuestros programas de reconocimiento, pero lo más importante es nuestra gente. Todo es lo que nos hace diferentes de un empleador promedio y lo que hace de Workday un lugar excepcional para pasar un día de trabajo. En Workday, estamos comprometidos con la igualdad de oportunidades de empleo.
El departamento de Atención al cliente es una extensión del equipo de Soporte Técnico de Workday. Nuestros analistas de atención al cliente trabajan con los clientes para mejorar su experiencia de usuario general con Workday.
About the Role
Work closely with other Customer Care analysts to ensure our customers’ inquiries are efficiently followed up on
Handle an incoming case queue and help resolve customer issues in a timely manner
Clearly and succinctly detail communications to customers
Liaison between the customer and our internal teams to ensure the customers’ needs are being met
Prioritize and raise customer issues as the need arises
Información sobre la función
Trabajar en estrecha colaboración con otros analistas de Atención al Cliente para garantizar un seguimiento eficaz de las consultas de nuestros clientes.
Manejar los casos entrantes y ayudar a resolver los problemas de los clientes de manera oportuna.
Detallar las comunicaciones a los clientes de manera clara y concisa.
Crear un vínculo entre el cliente y nuestros equipos internos para garantizar que se satisfagan las necesidades del cliente.
Priorizar y plantear los problemas de los clientes cuando surja la necesidad.
About You
Basic Qualifications
3+ years of Customer Support experience
Experience in a customer support role in SaaS environment
Bachelor’s degree or equivalent work experience; business or technical degree
Experience with case management systems
Other Qualifications
Solid digital literacy (Excel, Word, PowerPoint, software applications)
Able to absorb new concepts and technologies quickly
Attention to detail and able to keep track of lots of data effectively
Excellent teammate who will work across the organisation and company to continue improving the way we serve our customer
Ability to collaborate and build positive relationships
Excellent verbal and written communication skills
Solid computer skills (Excel, Word, PowerPoint, software applications)
Ability to understand and interpret data from multiple sources
Efficiently research customer issues and questions with a follow through to resolution
Ability to work in a fast paced, dynamic, and upbeat environment
Forward-thinking individual who will analyse and improve current processes
Qué esperamos de usted
Cualificaciones básicas
3 años o más de experiencia en servicio al cliente
Experiencia en una función de servicio al cliente en un entorno SaaS
Título universitario o experiencia laboral equivalente; título comercial técnico
Experiencia con sistemas de gestión de casos
Otras cualificaciones
Sólida alfabetización digital (Excel, Word, PowerPoint, aplicaciones de software).
Capacidad para asimilar rápidamente nuevos conceptos y tecnologías.
Atención a los detalles y capacidad para hacer un seguimiento eficaz de muchos datos.
Ser un excelente compañero de equipo que también establezca relaciones en la organización para continuar mejorando nuestra atención al cliente.
Tener capacidad para colaborar y crear relaciones positivas.
Excelentes habilidades de comunicación verbal y escrita.
Sólidos conocimientos informáticos (Excel, Word, Powerpoint, aplicaciones informáticas).
Capacidad para comprender e interpretar los datos procedentes de muchas fuentes.
Investigar de manera eficaz los problemas y las preguntas de los clientes con un seguimiento hasta su resolución.
Capacidad para trabajar en un entorno veloz, dinámico y optimista.
Ser una persona con visión de futuro que analizará y mejorará los procesos actuales.
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!
