Sr Associate Customer Support Analyst- Peakon

Your work days are brighter here.

We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

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!

About the Role

Our customers rely on our team all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage

The Workday Application Support Team is passionate about Customer service, innovation and excellence. They are trusted advisors 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 Human Capital 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 Centred 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
• Customer Support experience, providing software support for other functional enterprise software applications

Other Qualifications

• In addition to the qualifications listed above, the ideal candidate will have strong evidence-based troubleshooting experience and skill with log reading and analysis.
• Demonstrable ability to support Talent Management solutions or similar SaaS based Enterprise software.
• 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.
• Solid understanding of case handling processes and escalation procedures.
• 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.

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