Technical Support Delivery Analyst

7 days ago

Dublin, Dublin City, Ireland Workday, Inc. Full time
Technical Support Delivery Analyst (Workday CLM and CI)

Apply remote type Flex locations IRL.Dublin.Dockline time type Full Time posted on Posted Yesterday job requisition id JR-0094935

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 Team

We are on a mission to change how companies interact with their most important legal documents, their incoming and outgoing contracts. We have developed artificial intelligence (AI) algorithms to help companies rapidly and accurately mine contracts for data. Our AI understands meaning and context in legal language, virtually eliminating the need to screen contracts. It helps companies to organize, understand, and extract data from their contracts.

The Support Team is responsible for providing customer support and service to the Workday CLM and CI customers. We are passionate about customer service, innovation, and excellence. We are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.

About the Role

As a Technical Support Delivery Analyst, you will provide technical support to customers and consultants on complex products and applications. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering and Data Science teams, and collaborate with multiple stakeholders through resolution. The Technical Support Delivery Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered. You will also be a contributor to our Knowledge Center. You will:

- Partner with customers to effectively resolve issues through email communications, adapting to fluctuations in the volume of incoming inquiries
- Partner with our product, engineering, and data science teams to identify and diagnose software issues to fix and improve the product experience for our customers
- Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow better
- Create and review articles and FAQs within our Knowledge Center in line with our review process schedule; modify articles as needed to ensure accuracy
- Collaborate with product/engineering teams to become an expert on new features acting as the go-to person for internal and external questions

About You

Basic Qualifications

- 4+ years of experience in a Customer Support role in SaaS
- Highly collaborative with a team-first mindset; you can work effortlessly and effectively across all departments
- Exceptional communication skills, highly organized, and customer intuitive
- Experience with Support tools and related tools such as Zendesk, Jira, Salesforce, etc.
- Solid understanding of case handling processes and escalation procedures

Other Qualifications

- Knowledge of rest APIs and SSO preferred
- Knowledge of AI and LLMs preferred
- BA/BS degree or higher from an accredited university

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.

About Workday

At Workday, our employees have always been our number one Core Value. We understand that everyone has unique experiences and perspectives which is why our mission is to create a safe space where all people and ideas are welcomed. Our commitment to value inclusion, belonging, and equity (VIBE) and creating a brighter workday for all is the cornerstone of all we do. Join us

Workday is a leading provider of enterprise cloud applications for finance and human resources. Founded in 2005, Workday delivers financial management, human capital management, and analytics applications designed for the world's largest companies, educational institutions, and government agencies.

Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

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