📍 Job Overview

Job Title: Technical Delivery Customer Support Analyst - Learning
Company: Workday
Location: Pune, Maharashtra, India
Job Type: Hybrid (2 days in-office)
Category: Customer Support, Technical Support
Date Posted: 2025-08-08
Experience Level: 0-2 years
Remote Status: On-site with hybrid flexibility

🚀 Role Summary

Key Responsibilities:
- Handle and prioritize support cases based on severity and customer impact.
- Troubleshoot and resolve complex business-critical issues.
- Collaborate with cross-functional teams to identify and implement solutions.
- Build and maintain customer relationships.
- Contribute to the Knowledge Centered Service by creating knowledge articles.

📝 Enhancement Note: This role requires a strong problem-solving mindset, excellent communication skills, and the ability to thrive in a dynamic, fast-paced environment. Familiarity with enterprise software and SaaS is highly beneficial.

💻 Primary Responsibilities

Key Responsibilities:
- Handle and prioritize support cases, ensuring timely resolution.
- Collaborate with product managers, QA, and development teams to determine solutions or workarounds.
- Balance existing case load while troubleshooting newly discovered issues.
- Maintain knowledge of new functionality and compliance changes.
- Participate in rostered shifts as part of the 24/7 Global Support shifts.

📝 Enhancement Note: This role involves managing multiple priorities, tight resolution timeframes, and conflicting priorities. Candidates should demonstrate resilience and strong organizational skills.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience: 1-2 years of experience with SaaS enterprise software in a support, implementation, or consulting environment.

Required Skills:

Strong communication skills (verbal and written)
Basic knowledge of Object-Oriented Programming languages
Ability to read and analyze log files
Basic knowledge of SQL syntax to read existing scripts and queries
Basic experience with API clients (e.g., SoapUI, Test Studio, Postman/Bruno)

Preferred Skills:

Experience with HCM, Talent Acquisition, or Talent solutions
Ability to engage and coordinate multiple teams to obtain expedited outcomes
Experience building internal and/or external-facing documentation
Previous experience with web service integrations that use SOAP, WSDL, XML
Previous experience performing in-depth log analysis
Previous experience with health monitoring tools

📝 Enhancement Note: While not explicitly stated, familiarity with Workday's products would be highly beneficial for this role. Candidates should research Workday's offerings and understand their core functionalities.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through case studies or projects showcasing issue resolution.
Highlight customer support experience, focusing on complex issue resolution and customer satisfaction.
Showcase collaboration skills through projects involving multiple teams or stakeholders.

Technical Documentation:

Provide examples of knowledge articles or documentation created to resolve technical issues.
Include any process improvement initiatives or best practice guides developed during previous roles.

📝 Enhancement Note: As this role involves creating knowledge articles, candidates should emphasize their documentation skills and provide examples of well-structured, informative, and user-friendly content.

💵 Compensation & Benefits

Salary Range: INR 5,00,000 - 7,00,000 per annum (Based on market research for Customer Support Analyst roles in Pune with 1-2 years of experience)

Benefits:

Flexible work arrangements, including hybrid work options.
Competitive health, dental, and vision insurance.
Retirement savings plans with company matching.
Generous time off, including vacation, sick leave, and holidays.
Employee stock purchase plan.
Tuition assistance and professional development opportunities.
Employee referral bonuses.

Working Hours: 40 hours per week, with flexibility for shift work as part of the 24/7 Global Support shifts.

📝 Enhancement Note: While the salary range is an estimate based on market research, candidates should research Workday's benefits packages and ensure they align with their expectations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Software, Human Capital Management (HCM), Financial Management

Company Size: Medium to Large (Approximately 12,000 employees worldwide)

Founded: 2005

Team Structure:

The Customer Support team is part of the broader Customer Success organization.
The team consists of analysts, team leads, and managers, with a flat hierarchy to encourage collaboration and decision-making.
The team works closely with product, engineering, and other internal teams to resolve complex issues and improve Workday's products.

Development Methodology:

Agile methodologies, with a focus on continuous improvement and customer-centric development.
Regular sprint planning, code reviews, and testing processes to ensure high-quality software delivery.
A culture of innovation, with a strong emphasis on employee feedback and input.

Company Website: Workday

📝 Enhancement Note: Workday's culture emphasizes employee growth, collaboration, and work-life balance. Candidates should research Workday's values and ensure they align with their personal and professional goals.

📈 Career & Growth Analysis

Customer Support Analyst Career Level: This role is an entry-level or junior position within the Customer Support career path. It provides an excellent opportunity to gain experience in enterprise software support, develop problem-solving skills, and build a strong foundation for a career in technical support or related fields.

Reporting Structure: This role reports directly to a Team Lead or Manager within the Customer Support organization.

Technical Impact: The role involves handling critical customer issues that can impact business operations and user experience. The analyst's ability to resolve these issues promptly and effectively contributes to Workday's overall customer satisfaction and retention rates.

Growth Opportunities:

Career Progression: With experience and strong performance, analysts can advance to senior roles, team lead positions, or move into other areas of the business, such as product management or technical training.
Skill Development: Workday offers extensive training and development opportunities, including access to online learning platforms, mentorship programs, and career development workshops.
Technical Leadership: As analysts gain experience, they may have the opportunity to mentor new team members, contribute to process improvement initiatives, or lead projects that drive technical innovation.

📝 Enhancement Note: Workday's career growth opportunities are structured and well-defined, with a strong emphasis on employee development and internal promotion. Candidates should research Workday's career progression paths and ensure they align with their long-term goals.

🌐 Work Environment

Office Type: Modern, collaborative office spaces designed to facilitate teamwork and innovation.

Office Location(s): Pune, Maharashtra, India (with hybrid work arrangements)

Workspace Context:

Workday's offices feature open-plan workspaces, with ample natural light and comfortable seating areas for collaboration and relaxation.
Each workstation is equipped with multiple monitors, ergonomic chairs, and high-speed internet access.
The office includes dedicated spaces for training, meetings, and quiet work.

Work Schedule: The role follows a shift-based schedule, with analysts working in rotation to provide 24/7 support coverage. The exact schedule will be determined based on business needs and team availability.

📝 Enhancement Note: Workday's hybrid work arrangement allows analysts to balance the benefits of in-office collaboration with the flexibility of remote work. Candidates should consider how this arrangement aligns with their personal and professional needs.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief call to assess communication skills, technical knowledge, and cultural fit.
Technical Assessment: A hands-on exercise or case study to evaluate problem-solving skills, technical proficiency, and customer support experience.
Behavioral Interview: A conversation focused on understanding the candidate's approach to customer support, teamwork, and adaptability in a fast-paced environment.
Final Interview: A meeting with the hiring manager or team lead to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight complex issue resolution case studies, demonstrating the ability to analyze and troubleshoot technical problems.
Include examples of customer interactions, showcasing strong communication skills and empathy.
Emphasize any experience with enterprise software, SaaS, or Workday's products.

Technical Challenge Preparation:

Brush up on basic programming concepts, as relevant to the role's required skills.
Familiarize yourself with Workday's products, understanding their core functionalities and use cases.
Prepare for customer support scenario-based questions, focusing on issue resolution, communication, and collaboration.

ATS Keywords: Customer Support, SaaS, Enterprise Software, Problem Solving, Communication, Collaboration, Troubleshooting, Issue Resolution, Knowledge Management, API, SQL, Programming Languages, Log Analysis, Web Service Integrations, Health Monitoring Tools

📝 Enhancement Note: Workday's interview process is designed to assess both technical skills and cultural fit. Candidates should research Workday's values and be prepared to discuss how their personal and professional goals align with the company's mission and culture.

🛠 Technology Stack & Web Infrastructure

Support Ticketing System: Workday uses a custom-built, cloud-based ticketing system to manage customer support cases. Familiarity with similar systems (e.g., Zendesk, Jira Service Management, or Freshdesk) is beneficial.

Collaboration Tools: Workday uses various collaboration tools, including Microsoft Office Suite, Google Workspace, and Slack, to facilitate teamwork and communication.

Monitoring Tools: Workday employs various monitoring tools to track system performance, user experience, and customer support metrics. Familiarity with tools like New Relic, Datadog, or Prometheus is advantageous.

📝 Enhancement Note: While specific technology stack details are not provided, candidates should research Workday's products and understand their underlying technologies, as this knowledge will be crucial for supporting customers and troubleshooting issues.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Put customers first, understanding their needs, and working tirelessly to resolve their issues.
Collaborative: Work together, sharing knowledge, and supporting each other to achieve common goals.
Adaptable: Embrace change, continuously learning, and improving processes to better serve customers.
Accountable: Take ownership of issues, follow through on commitments, and maintain high standards of quality and professionalism.

Collaboration Style:

Cross-Functional: Workday's Customer Support teams collaborate closely with product, engineering, and other internal teams to resolve complex issues and improve Workday's products.
Peer-to-Peer: Encourage knowledge sharing, mentoring, and continuous learning through regular team meetings, training sessions, and one-on-one coaching.
Customer-Focused: Prioritize customer needs and preferences, ensuring that support processes and solutions align with their expectations and requirements.

📝 Enhancement Note: Workday's customer support culture emphasizes collaboration, continuous learning, and a strong customer focus. Candidates should research Workday's values and ensure they align with their personal and professional goals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Troubleshoot and resolve complex, business-critical issues that can impact customer operations and user experience.
Time-Sensitive Support: Manage time-sensitive support cases, balancing multiple priorities, and working within tight resolution timeframes.
Emerging Technologies: Stay up-to-date with new Workday features, updates, and third-party integrations, ensuring the support team can effectively address customer inquiries and troubleshoot issues.

Learning & Development Opportunities:

Product Training: Attend regular training sessions and workshops to deepen knowledge of Workday's products, features, and best practices.
Customer Support Methodologies: Learn and apply industry-leading customer support methodologies, such as ITIL, COBIT, or Lean Six Sigma.
Leadership Development: Participate in leadership development programs, mentorship opportunities, and workshops to build skills in team management, communication, and strategic decision-making.

📝 Enhancement Note: Workday's technical challenges and growth opportunities are diverse and dynamic, offering analysts the chance to develop their skills, advance their careers, and make a meaningful impact on the business.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex technical issue you've resolved, walking through your diagnostic process, and the steps you took to implement a solution.
Customer Support: Share an example of a challenging customer interaction, explaining how you handled the situation, and the outcome.
Teamwork: Discuss a time when you collaborated with a team to achieve a common goal, highlighting your role and the key contributions you made to the project's success.

Company & Culture Questions:

Workday's Products: Explain your understanding of Workday's products, their core functionalities, and how they address customer needs.
Customer Support Evolution: Describe how you see customer support evolving in the enterprise software industry, and how Workday is positioned to adapt and thrive in this changing landscape.
Workday's Values: Explain which Workday value resonates with you the most, and how you've demonstrated this value in your previous roles or personal life.

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to engage the interviewer, highlighting the key challenges you faced, the steps you took to resolve issues, and the outcomes you achieved.
Data-Driven Approach: Present data and metrics to support your claims, demonstrating your ability to analyze and interpret customer support data to drive decision-making and process improvement.
Customer-Centric Focus: Emphasize your understanding of customer needs, preferences, and expectations, and how you've tailored your support approach to deliver exceptional customer experiences.

📝 Enhancement Note: Workday's interview process is designed to assess both technical skills and cultural fit. Candidates should research Workday's values, products, and industry trends to ensure they can articulate a strong, well-informed response to technical and behavioral interview questions.

📌 Application Steps

To apply for this Technical Delivery Customer Support Analyst - Learning position:

Submit your application through the Workday Careers website.
Customize your resume, highlighting your customer support experience, technical skills, and problem-solving abilities.
Prepare a portfolio showcasing your customer support experience, complex issue resolution case studies, and customer interactions.
Research Workday's products, understanding their core functionalities and use cases.
Familiarize yourself with Workday's values, culture, and interview process, ensuring you can articulate a strong, well-informed response to technical and behavioral interview questions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Workday before making application decisions.

Technical Delivery Customer Support Analyst- Learning