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About the Role
As a HCM Support Analyst, you will provide technical support to customers and consultants on complex products and applications. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through to resolution. The Technical Support Delivery Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations.
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
What would you do all day?
Handle a queue of application support cases, prioritizing issues based on severity and customer impact
Solve complex problems, drive change, and implement solutions
Handle time critical escalated issues
Work with Support team, Product Managers, QA, and Development to identify solutions or workarounds
Balance ownership of existing case load while solving new issues
Maintain your knowledge of new functionality and compliance changes
Regularly contribute to knowledge base (KCS) to improve resolution effectiveness
Use your energy, drive, adaptability, and passion to inspire others throughout the company
Take part in our 24/7 Global Support Shifts
About You
Basic Qualifications
3+ years of work experience; ideally B2B customer service/ support related
It is essential to be bilingual in Japanese and English (Fluency in Speaking, Reading and Writing required)
Other Qualifications
Experience providing technical support for software and environment issues for enterprise software applications will be helpful (eg SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone)
Experience in Compensation, Talent Management or HCM solution will be advantageous
You’re a confident communicator (verbally and in writing), who collaborates effectively with users at all levels and varying technical abilities.
Excellent analytical and problem solving skills.
A successful track record of managing multiple urgent priority issues concurrently
Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility.
Solid understanding of case handling processes and escalation procedures.
Working Model
This role operates in a flex model with at least 50% of time spent in office.
As the role is supporting customer in Japan, this role will require the person to work a later shift
11:30am to 8pm in winter (April to September)
12:30pm to 9:00pm in summer (October to March)
Please apply with an English version of your CV. Thank you.
Great News! We've discovered an exciting live job opportunity for a HCM Application Support Analyst (Japanese speaking) position in Auckland. This job is currently open for hiring/recruiting by Workday (NZ) Unlimited, exclusively for you at NZ Jobs. Feel free to download the job details here.
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Yes, we found live job(s) for Workday (NZ) Unlimited in Auckland.
HCM Application Support Analyst (Japanese speaking) jobs are available in New Zealand.
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The average salary range for HCM Application Support Analyst (Japanese speaking) in Auckland varies, but the standard pay scale is rated "Standard" in Auckland. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively.
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Key qualifications for HCM Application Support Analyst (Japanese speaking) typically include a list of qualifications and expertise as outlined in Bureau of Labor. Be sure to check the specific job listing for detailed requirements and qualifications.
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