NextDeavor, Inc.
Customer Support Analyst
NextDeavor, Inc., Pleasanton, California, United States, 94588
Description
Customer Support Analyst
12+ Months W2 Contract
Pleasanton, CA (hybrid)
Benefits You'll Love:
NextDeavor offers health, vision and dental benefits for contract employeesPaid sick leave eligibility is contingent on state of residenceOptional 401k Plan (excludes employer match)Opportunity to get your foot in the door at a well-established corporation, with potential for extended or permanent full-time employment (NextDeavor boasts an impressive conversion rate of approximately 70%)!Become a key player as a
Customer Support Analyst:
As a Workday Education Operations Support Analyst, you'll be a self-starter in your own right, good at managing multiple inquiries and tasks, while ensuring excellent customer service. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to successfully manage their Workday training. You will collaborate with several teams across Workday to ensure that Workday Education is in alignment and contributing to an excellent customer experience. You'll be technically savvy and customer focused, becoming an expert at manipulating the Learning Management System (LMS) and develop a deep understanding of the various portals our end users utilize to gain access to our systems. You'll take Workday's core value of Customer Service to the next level; continually looking for ways to measure and improve the customer experience.
Here's how you'll make an impact on the team:
Assume ownership of various support initiatives or projects.Develop a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.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.In the course of resolving cases, you will be required to manipulate the Learning Management System (LMS), have a good understanding of our policies and be comfortable reconciling accounts.Contribute to the evolution and development of training support.Regularly assess, communicate and report on case types and overall user experience.We'll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience.You will design and drive process improvement around supporting our customers, partners, and internal users.Develop a deep understanding of Workday's training offerings; be consultative with our customers, partners, and other internal teams.Work within a global team, spanning various time zones.Be able to learn from your peers as well as conduct independent investigation.Gain a concrete understanding of Workday Educations business, the various audiences, and drivers behind the business.Partner and collaborate with other Workday organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.Responsible for understanding the Education Portal(s) hosted on Salesforce.com; become a subject matter expert on the integrations between SFDC and the LMS Establish yourself as an expert user of our Learning Management System (LMS), including enrollment support, administration, reporting and troubleshooting.Become a utility player within Education Operations and be able to flex job priorities as the business demands.Here's what you'll need to be successful in this role:
Bachelor degree, or equivalent and relevant working experience are requiredYou thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitmentsYou should be passionate about the quality of what you do with an intense desire to continue to make everything you are involved in betterYou should be driven by maintaining a high level of productivity and be passionate about problem solvingYou should also be ready to work hard but have a lot of fun doing itAbility to learn technology quickly through instruction and self-trainingAbility to create and deliver presentations to an external customer audienceA passion for leveraging technology to streamline processA proven ability to independently manage projects and attain buy-in and sign off from stakeholdersKnowledge of e-learning technologies and blended learning deployment strategies is requiredStrong at driving and executing on logisticsExcellent problem solving skillsAbility to be flexible and adapt to a changing environmentAbility to thrive in a fast paced work environment and collaborate within a global teamExcellent at building relationships across teams to meet team goals and align with business objectivesAbility to apply a systems thinking approachAbility to apply Big Picture concepts to your role and workAbility to be a utility player and fill in where the business demands
Pay Range:
$33.00 - $36.85/hour
Ready to make your mark?
Take the leap and apply directly here: - your application is in good hands.
Pay Range
$33.00 Hourly to $36.85 Hourly
Customer Support Analyst
12+ Months W2 Contract
Pleasanton, CA (hybrid)
Benefits You'll Love:
NextDeavor offers health, vision and dental benefits for contract employeesPaid sick leave eligibility is contingent on state of residenceOptional 401k Plan (excludes employer match)Opportunity to get your foot in the door at a well-established corporation, with potential for extended or permanent full-time employment (NextDeavor boasts an impressive conversion rate of approximately 70%)!Become a key player as a
Customer Support Analyst:
As a Workday Education Operations Support Analyst, you'll be a self-starter in your own right, good at managing multiple inquiries and tasks, while ensuring excellent customer service. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to successfully manage their Workday training. You will collaborate with several teams across Workday to ensure that Workday Education is in alignment and contributing to an excellent customer experience. You'll be technically savvy and customer focused, becoming an expert at manipulating the Learning Management System (LMS) and develop a deep understanding of the various portals our end users utilize to gain access to our systems. You'll take Workday's core value of Customer Service to the next level; continually looking for ways to measure and improve the customer experience.
Here's how you'll make an impact on the team:
Assume ownership of various support initiatives or projects.Develop a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.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.In the course of resolving cases, you will be required to manipulate the Learning Management System (LMS), have a good understanding of our policies and be comfortable reconciling accounts.Contribute to the evolution and development of training support.Regularly assess, communicate and report on case types and overall user experience.We'll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience.You will design and drive process improvement around supporting our customers, partners, and internal users.Develop a deep understanding of Workday's training offerings; be consultative with our customers, partners, and other internal teams.Work within a global team, spanning various time zones.Be able to learn from your peers as well as conduct independent investigation.Gain a concrete understanding of Workday Educations business, the various audiences, and drivers behind the business.Partner and collaborate with other Workday organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.Responsible for understanding the Education Portal(s) hosted on Salesforce.com; become a subject matter expert on the integrations between SFDC and the LMS Establish yourself as an expert user of our Learning Management System (LMS), including enrollment support, administration, reporting and troubleshooting.Become a utility player within Education Operations and be able to flex job priorities as the business demands.Here's what you'll need to be successful in this role:
Bachelor degree, or equivalent and relevant working experience are requiredYou thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitmentsYou should be passionate about the quality of what you do with an intense desire to continue to make everything you are involved in betterYou should be driven by maintaining a high level of productivity and be passionate about problem solvingYou should also be ready to work hard but have a lot of fun doing itAbility to learn technology quickly through instruction and self-trainingAbility to create and deliver presentations to an external customer audienceA passion for leveraging technology to streamline processA proven ability to independently manage projects and attain buy-in and sign off from stakeholdersKnowledge of e-learning technologies and blended learning deployment strategies is requiredStrong at driving and executing on logisticsExcellent problem solving skillsAbility to be flexible and adapt to a changing environmentAbility to thrive in a fast paced work environment and collaborate within a global teamExcellent at building relationships across teams to meet team goals and align with business objectivesAbility to apply a systems thinking approachAbility to apply Big Picture concepts to your role and workAbility to be a utility player and fill in where the business demands
Pay Range:
$33.00 - $36.85/hour
Ready to make your mark?
Take the leap and apply directly here: - your application is in good hands.
Pay Range
$33.00 Hourly to $36.85 Hourly