Technical Support Delivery Analyst - Recruiting

Workday; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Workday in Pune is hiring a Technical Support Delivery Analyst - Recruiting to join our Customer Support team. You will diagnose and resolve time-sensitive Talent Management issues, coordinate with Product, QA and Development, and deliver business-critical solutions for customers worldwide.

This role follows a hybrid work model with at least 50% in the office each quarter, enabling collaboration with diverse teams while supporting professional growth and work-life balance in a vibrant culture.

Qualifications

• 3+ years in SaaS software support or enterprise software customer support.
• Experience coordinating with product, QA, and development to diagnose issues.
• Ability to engage multiple teams and raise critical issues for expedited outcomes.

Responsibilities

• Handle a queue of Talent Management cases prioritizing issues based on severity and customer impact.
• 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 knowledge of new functionality and compliance changes.
• Contribute to Knowledge Centered Service by creating Knowledge articles.
• Use energy, adaptability and passion to inspire others across the company.

Skills

SaaS software support

Customer support experience

Job description

Technical Support Delivery Analyst - Recruiting

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

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 in our amazing Pune office!

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.

We are proud to champion equal opportunities for everyone.

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 Talent Management cases prioritizing issues based on severity and customer impact
• 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

About You

We are looking for someone who has a creative approach and is eager to learn support their colleagues and have fun.

Basic Qualifications

3+ years in one of the following:

• SaaS software support
• Customer Support experience providing software support for other functional enterprise software applications

Other Qualifications

• Demonstrable ability to support or implement Talent Management 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. Resolution may include in-depth analysis troubleshooting and working with other internal teams.
• Additional experience in one or more of the following areas: Human Capital Management or Talent Management

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.