Robert Half has a corporate client seeking a Senior Associate Customer Support Analyst for a 1+ year contract opportunity. As a Senior Associate Customer Support Analyst, you will be at the forefront of engaging new customers, partners, and employees, ensuring they have the resources they need to successfully manage their Workday training. You’ll collaborate across teams to ensure alignment with our customer experience goals, becoming an expert in our Learning Management System (LMS) and the various portals used by our end users. Your role will involve continuously improving customer satisfaction by measuring and refining processes.

Key Responsibilities:

• Take ownership of various support initiatives and projects, driving them to success.
• Develop and implement systems for measuring satisfaction and scaling business processes.
• Manage and prioritize incoming case queues, resolving education-related inquiries through in-depth analysis and troubleshooting.
• Manipulate the Learning Management System (LMS) effectively, and reconcile accounts as needed.
• Contribute to the development and evolution of training support, regularly assessing and reporting on user experience.
• Perform root-cause analysis, identifying trends and recommending process improvements to enhance the user experience.
• Design and implement process improvements to better support our customers, partners, and internal teams.
• Develop a deep understanding of Workday’s training offerings and provide consultative support.
• Collaborate with global teams across different time zones, learning from peers and conducting independent investigations.
• Become a subject matter expert on the Education Portals hosted on Salesforce.com and understand the integrations with the LMS.
• Adapt to changing business needs, becoming a utility player within Education Operations.

About You:

• You thrive in fast-paced, dynamic environments that demand innovation and accountability.
• You are passionate about delivering high-quality work and continuously improving everything you’re involved in.
• You have strong problem-solving skills and are driven to maintain high productivity.
• You are quick to learn new technology and can deliver presentations to external customers.
• You have experience with e-learning technologies and blended learning deployment strategies.
• You excel in logistics management and are flexible in adapting to change.
• You have excellent relationship-building skills, and you’re effective at collaborating with teams to meet business goals.
• You bring a systems thinking approach to your work, understanding how Big Picture concepts apply to your role.
• You have a Bachelor’s degree or equivalent relevant experience.