Sr Associate Technical Support Analyst - Hiredscore

Customer Support Analyst

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

As the leading provider of Talent Orchestration technology, HiredScore's artificial intelligence, automation and deep integrations empower the largest and most innovative companies in the world to safely and transparently drive critical business outcomes in recruitment productivity, diversity hiring, internal mobility, and total talent management. You would be joining the Support Tier 1 team that operates around the clock, in shifts, to provide excellent 24/7 assistance around the world. Our team is dedicated, highly skilled, and committed to delivering outstanding support to ensure client happiness. Read on to learn more about the role!

About the Role

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.

This role is for a morning shift, from 8AM to 5PM. The exact hours may change between two shifts - Shift 1 (8AM to 5PM) and Shift 2 (7AM to 4PM), details to be discussed during interview.

Provide HiredScore + Workday customers with technical support in the post-implementation processes, and ongoing daily operations

Collaborate with R&D and Customer Success to fix core product issues

Respond promptly to customer inquiries

Provide the Product team with customers' feedback to help identify potential new features and common issues

Provide feedback to R&D teams regarding performance and scale

Work closely with the Customer Success and Implementation Teams to accommodate customer needs, and determine solutions to reduce costs

Establish standard processes in internal and external documentation, sharing feature requests and effective workarounds with other team members

Assist the Sales team with inquiries in the pre-sale process

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 required to have some flexibility between shifts, based on business requirements. Shifts times are 8am-5pm and 11am-8pm, Monday-Friday.

Basic Qualifications

• 2+ years working in a technical support or technical customer service role.
• 2+ years of professional or academic experience, including practical application with database technologies (e.g., MongoDB, NoSQL) or foundational front or backend coding abilities.
• Must be available to work the hours as outlined in the job description.
• Excellent verbal and written communication skills in English.

Other Qualifications

• Familiarity with ticket and knowledge management tools such as JIRA, Intercom, CRM, Confluence
• Experience with visualization tools (such as Grafana, Kibana, etc.)
• Experience working in NOC and performing technical investigations.
• Understanding of AWS
• Solid understanding of case handling processes and blocking issue procedures.
• Ability to balance multiple priorities and communicate across organizational boundaries.
• Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems; Passionate about problem-solving and have strong analytical skills.
• Ability to collaborate and build strong relationships with customers. A phenomenal teammate who will also establish relationships across the organization to continue improving the way we serve our customers!
• Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.
• Love to learn and can effectively absorb new technology and features.
• You're a confident communicator (verbally and in writing), who collaborates efficiently with users at all levels and varying technical abilities.
• A self-starter with the ability to work autonomously to find workarounds and solutions, but know when to ask for help!