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Customer Care Analyst

Ascent Services Group

Job Description

Job ID #: 2004-1
Title: Customer Care Analyst

Location: Atlanta, GA (Remote)
Job Type: 4-6+ month contract

Overview:
  • Lead internal and customer facing meetings to prepare customers for success in production
  • Develop and deliver content using WebEx to various stakeholders across the world
  • Advise customers about available services and resources
  • Act as liaison between the customer and our internal teams (Workday Support, Documentation, Community, Customer Success Managers, Legal, etc.) and other internal Workday teams to ensure unique customers' needs are being met
  • Define, document and maintain business processes, requirements, and policies
  • Support operations related initiatives identified by the Workday Support management team
  • Identify opportunities for business process improvements and make recommendations as appropriate
  • Provide Workday Community end user support to our customers and partners
  • Analyze ways to improve tools so that customers can be self-sufficient and cases can be avoided
  • Clearly and succinctly document communications to customers
  • Own operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, tenant maintenance, etc.
  • Research customer questions/issues
  • Manage incoming queue through case management system to help resolve customer cases quickly and effectively
It's essential that you have:
  • 5-7 years of experience in a customer services role
  • Bachelor degree or equivalent experience; business or technical degree preferred
  • Solid computer skills (Software Application, Case Management)
  • Proven ability to collaborate and build strong relationships
  • Ability to understand and interpret data from multiple sources
  • Passion for customers and customer success
It would be really nice if you have:
  • 3-5 years of experience within functional areas of HR or Human Capital Management
  • SaaS experience helpful (Salesforce, Jira, etc.)
  • Team player who will work across the organization and company to continue improving the way we serve our customers
 
 

Job Requirements

 
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Job Snapshot

Location US-GA-Atlanta
Employment Type Contractor
Pay Type Hour
Pay Rate $28.00 - $35.00 /Hour
Store Type Other, IT & Technical

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Terms & Conditions
Snapshot
Ascent Services Group
Company:
US-GA-Atlanta
Location:
Contractor
Employment Type:
Hour
Pay Type:
$28.00 - $35.00 /Hour
Pay Rate:
Other, IT & Technical
Store Type:

Job Description

Job ID #: 2004-1
Title: Customer Care Analyst

Location: Atlanta, GA (Remote)
Job Type: 4-6+ month contract

Overview:
  • Lead internal and customer facing meetings to prepare customers for success in production
  • Develop and deliver content using WebEx to various stakeholders across the world
  • Advise customers about available services and resources
  • Act as liaison between the customer and our internal teams (Workday Support, Documentation, Community, Customer Success Managers, Legal, etc.) and other internal Workday teams to ensure unique customers' needs are being met
  • Define, document and maintain business processes, requirements, and policies
  • Support operations related initiatives identified by the Workday Support management team
  • Identify opportunities for business process improvements and make recommendations as appropriate
  • Provide Workday Community end user support to our customers and partners
  • Analyze ways to improve tools so that customers can be self-sufficient and cases can be avoided
  • Clearly and succinctly document communications to customers
  • Own operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, tenant maintenance, etc.
  • Research customer questions/issues
  • Manage incoming queue through case management system to help resolve customer cases quickly and effectively
It's essential that you have:
  • 5-7 years of experience in a customer services role
  • Bachelor degree or equivalent experience; business or technical degree preferred
  • Solid computer skills (Software Application, Case Management)
  • Proven ability to collaborate and build strong relationships
  • Ability to understand and interpret data from multiple sources
  • Passion for customers and customer success
It would be really nice if you have:
  • 3-5 years of experience within functional areas of HR or Human Capital Management
  • SaaS experience helpful (Salesforce, Jira, etc.)
  • Team player who will work across the organization and company to continue improving the way we serve our customers
 
 

Job Requirements

 
Customer Care Analyst Apply now