Technical Customer Support Analyst - Talent Application

Handle a queue of Talent product cases, prioritizing issues based on severity and customer impact Using technical skills to solve complex problems, lead change, implement solutions, and handle time critical issues Work with Product Managers, QA and Development to identify solutions or workarounds Balance ownership of existing case load while solving newly discovered issues Maintain your knowledge of new functionality and compliance changes Contribute to our Knowledge Centered Service by creating Knowledge articles Use your energy, drive, adaptability, and passion to inspire others throughout the company Location : This position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to self-relocate. Candidates will be expected to work from the office at least 50% of the time. The Analyst will be on a shift rotation schedule alternating between the early and late shifts. Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST). About You Basic Qualifications 3+ years in one of the following: SaaS software support Technical Customer Support experience, providing software support for other functional enterprise software applications Other Qualifications Demonstrable ability to support or implement HCM, Talent Acquisition, Learning or Talent solutions Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes Ability to collaborate with multiple partners across a diverse organization Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.