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.
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About the Team
Workday’s Customer Support teams are driven by a passion for our products and the success of our customers' User experience. We’re a diverse group of people, with an invaluable mix of experience and backgrounds, located around the world!We promote Workday’s core values, with ‘Employees’ being our first! This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone.
We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.
Información sobre el equipo
Los equipos de Servicio al Cliente de Workday están motivados por la pasión por nuestros productos y el éxito de la experiencia de usuario de nuestros clientes. Somos un grupo diverso de personas, con una valiosa combinación de experiencias y formación, y tenemos presencia en todo el mundo.
Promovemos los valores fundamentales de Workday, y nuestros empleados ocupan el primer lugar. Por ello, ofrecemos horarios de trabajo flexibles, favorecemos que siga la trayectoria profesional que desee para alcanzar objetivos profesionales y personales, fomentamos el equilibrio y el bienestar entre el trabajo y la vida personal, y estamos orgullosos de defender la igualdad de oportunidades para todos.
Buscamos a alguien creativo con gran deseo de aprender, apoyar a sus compañeros y pasarlo bien.
About the Role
The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.
Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes.
What would you do all day?
Handle a queue of support cases, prioritizing issues based on severity and customer impact
Work through exciting problems, motivate change and implement solutions
Handle time critical issues
Build solid relationships with our customers
Collaborate with Product Managers, QA and Development to determine solutions or workarounds
Balance ownership of existing case load while troubleshooting newly discovered issues
Maintain your knowledge of new functionality and compliance changes
Maintain certifications and training as required for the role
Get involved with initiatives, councils and projects that inspire your passion in support
Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)
Contribute to our Knowledge Centered Service by creating Knowledge articles
Información sobre la función
El equipo de Servicio al Cliente de Workday se dedica con entusiasmo al servicio al cliente, la innovación y la excelencia. Son asesores de confianza que investigan, diagnostican y ofrecen soluciones fundamentales y oportunas a nuestros clientes.
Nuestros clientes confían en nosotros a nivel mundial, por lo que nuestros equipos de Servicio al Cliente trabajan en turnos regionales para garantizar atención durante todo el año, las 24 horas del día, los 7 días de la semana, con flexibilidad para adaptarse a cambios en los turnos.
¿En qué ocuparía su día?
● Gestionar una fila de casos de asistencia, priorizando los problemas en función de la gravedad y el impacto en el cliente.
● Resolver problemas apasionantes, motivar el cambio y aplicar soluciones.
● Gestionar los problemas en los que el tiempo es un factor crítico.
● Establecer relaciones sólidas con nuestros clientes.
● Colaborar con los gerentes de Producto, Control de Calidad y Desarrollo para buscar soluciones o alternativas.
● Equilibrar la responsabilidad de la carga de casos existentes y el tiempo que se dedica a resolver los problemas que van apareciendo.
● Mantener actualizado su conocimiento de las nuevas funcionalidades y cambios en el cumplimiento de la normativa.
● Actualizar las certificaciones y la capacitación necesarias para la función.
● Participar en iniciativas, consejos y proyectos que inspiren su pasión por brindar asistencia.
● Utilizar su energía, motivación e ingenio para alentar, guiar y orientar a los demás en toda la empresa.
● Participar en los turnos registrados como parte de nuestra asistencia global 24 horas al día, 7 días a la semana (asistencia en todo el mundo).
● Contribuir con nuestro Servicio Centrado en el Conocimiento creando artículos sobre conocimiento.
About You
Basic Qualifications
3 years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Cornerstone or a similar application) in a support, implementation or consulting environment
Other QualificationsDemonstrable ability to support or implement HCM, Talent Acquisition or Talent solutions
Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)
Basic knowledge of SQL syntax to read existing scripts and queries.
Basic experience with API client (SoapUI, Test Studio, and/or Postman/Bruno)
Ability to read and analyze log files
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.
Experience building internal and/or external facing documentation
Previous experience with health monitoring tools is an advantage
Location: This position is based in the Workday Costa Rica office working in our flex model. The Shift is 10am - 7pm.
Qué esperamos de usted
Cualificaciones básicas● Contar con 3 años de experiencia con software empresarial SaaS (por ejemplo, SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en sitio, Peoplesoft, Cornerstone o una aplicación similar) en un entorno de soporte, implementación o consultoría.
Otras cualificaciones
● Destreza demostrable para dar soporte o implementar soluciones de HCM, adquisición de talento o talento.
● Comunicarse con seguridad (de forma oral y escrita), ya que tendrá que colaborar con usuarios de negocios y compañeros en todos los niveles y con diversas habilidades técnicas.
● Conocimientos básicos o experiencia previa con lenguajes de programación orientados a objetos (por ejemplo, Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift o similares).
● Conocimientos básicos de sintaxis SQL para leer secuencias de comandos y consultas existentes.
● Experiencia básica con clientes de API (como SoapUI, Test Studio o Postman/Bruno).
● Destreza para leer y analizar archivos de registro.
● Capacidad para interactuar con varios equipos y coordinarlos a fin de identificar y plantear la importancia de cuestiones críticas, para obtener resultados rápidos.
● Destreza para colaborar con múltiples socios en una organización diversa.
● Demostrar resiliencia cuando se encuentre ante plazos de resolución ajustados y prioridades contrapuestas u opuestas.
● Gestionar las filas de casos entrantes, priorizando y resolviendo de inmediato una amplia gama de consultas relacionadas con la capacitación. Las resoluciones pueden incluir un análisis en profundidad, la solución de problemas y la colaboración con otros equipos internos.
● Experiencia en la compilación de documentación interna y externa.
● Se valorará la experiencia previa con herramientas de vigilancia de la salud.
Postúlate con una versión en inglés de tu CV. Gracias.
Lugar: esta posición se encuentra en la oficina de Workday en Costa Rica, con modalidad de trabajo flexible. El turno es de 10:00 a. m. a 7:00 p. m.
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!