• Provide help desk technical support focused on ensuring high availability and performance of platforms. • Handle remote ticket support, diagnosing and resolving technical issues promptly. • Create, update and maintain technical procedures and the department's knowledge base. • Stay up to date with operational procedures by participating in meetings, training sessions and certifications.

• Serve as a trusted advisor to Workday customers and prospects • Lead technology solutioning for high-stakes opportunities • Act as a strategic advisor to C-Suite stakeholders • Develop solution maps that define data flow and architectural "actuals" • Collaborate with core/specialized AEs and Value Management to ensure a unified customer experience • Educate customers on the state of AI and its applications

Role Description The Helpdesk Support Specialist is pivotal in providing first-level technical support, ensuring high customer satisfaction by promptly resolving issues and troubleshooting systems using the Service Cloud (Salesforce). This role is essential in addressing primary technical concerns, with opportunities to escalate more complex issues. Key duties include: - Provide Level 1 support via the Service Cloud ticketing system and phone (Salesforce preferred), resolving basic technical issues efficiently. - Escalate unresolved issues to Level 2 support, ensuring a smooth transition and resolution process. - Document all customer interactions and technical issues meticulously in the Service Cloud system. - Assist in the creation and updating of knowledgebase articles and troubleshooting documents to improve support resources. - Communicate effectively with internal teams to maintain seamless support delivery and customer satisfaction. - Monitor key metrics and KPIs to track performance, identifying areas for improvement and implementing relevant strategies. - Engage in internal training programs to enhance skills and contribute to team development. Qualifications - Associate degree in a technology-related field or equivalent experience. - Experience with Service Cloud (Salesforce preferred) or similar ticketing systems. - Experience documenting processes and procedures. - Basic understanding of Windows Operating Systems, general networking, and basic troubleshooting techniques. - Ability to quickly learn new technologies and adapt to a fast-paced environment. - Prior experience in customer service or technical support is preferred. Requirements - Strong communication skills, both written and verbal, are essential for effectively interacting with customers and internal teams. - Adaptability and a proactive problem-solving attitude enable quick learning of new technologies. - Team collaboration is crucial, as the role involves working alongside colleagues in joint projects. - Customer-focused mindset, leveraging customer service experience to build relationships. - Takes responsibility and drives projects forward with a strong sense of accountability. Benefits - Join a powerful tech workforce and help us change the world through technology. - Professional development opportunities with international customers. - Collaborative work environment. - Career path and mentorship programs that will lead to new levels.

Role Description This position focuses on delivering high-quality customer support across chat, phone, and email while accurately documenting and resolving issues through Zoho Desk. The role also contributes to continuous improvement by following up on open tickets and creating knowledge base content. What You’ll Do: - Handle incoming support inquiries through live chat, phones, and emails in a timely and courteous manner - Write up support tickets through Zoho Desk - Follow up on any unresolved tickets - Create Knowledge Base Articles to further build our Knowledge Base library Travel Requirement: less than 5%. Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws. Qualifications - 1–3 years in a customer-facing support role — ideally in a SaaS, software, or tech-enabled service environment where you were responsible for resolving real problems, not just fielding complaints. - Self-motivated with the ability to prioritize and manage time effectively - Ability to develop positive relationships with team members and customers - Willingness to work well with others and customers - Willingness to help others with problems - Strong communication, customer service, and problem-solving skills, including the ability to maintain composure under stress - Good understanding of Windows and networking - Must have strong internet connectivity - Automotive industry experience preferred Requirements - Ability to remain in a stationary position (sitting or standing) for extended periods - Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset) - Ability to view and interpret information on a computer screen for extended periods - Ability to communicate effectively via phone, video, and written communication - Ability to participate in virtual meetings with or without reasonable accommodation Remote Work Expectations - Maintain a dedicated, safe, and distraction-free workspace - Reliable high-speed internet connection sufficient for video conferencing and job-related systems - Ability to maintain productivity in a remote environment - Must reside in a state where the company is authorized to employ workers - Must be able to work core hours aligned to [time zone or schedule expectations] Additional Information - Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. - Employment may be contingent upon a background check in accordance with applicable laws.