Workday - Salt Lake City, UT
posted 3 months ago
As a Product Support Analyst specializing in Absence, Time Tracking, and Scheduling at Workday, you will play a crucial role in ensuring our customers have an outstanding experience with our products. This position requires a deep understanding of the Workday product suite and the technologies we utilize to diagnose and resolve technical software issues. You will be responsible for analyzing operational issues and product defects, collaborating with engineering teams, and communicating effectively with customers regarding the status of their issues. Your role will involve troubleshooting complex problems, managing escalated issues, and providing timely solutions to enhance customer satisfaction. In this fast-paced environment, you will handle a queue of Time Tracking and Absence cases, prioritizing them based on severity and customer impact. You will work closely with Product Managers, Quality Assurance, and Development teams to identify solutions or workarounds for critical issues. Your ability to balance existing case loads while addressing newly discovered issues will be essential. You will also maintain your knowledge of new functionalities and compliance changes to ensure you are providing the most accurate support possible. This role operates in a flexible model, requiring at least 50% of your time to be spent in the office, allowing for collaboration and support among team members. Your success in this role will be measured by your ability to communicate effectively with customers, manage escalations, and deliver acceptable solutions in a timely manner. You will be part of a diverse team that values collaboration, work-life balance, and professional development, all while championing equal opportunities for everyone. This position is not just about solving problems; it's about inspiring others and contributing to a culture that prioritizes employee happiness and development.