Overview In this role you will be the first point of contact for employees during a major Workday ERP implementation, delivering Tier 1 support across phone, email, and chat. You will help users navigate Workday, resolve issues, and document cases for rapid first-contact resolution. You'll work with cross-functional teams during go-live and hypercare to ensure a smooth rollout. This hybrid contract role offers exposure to large-scale enterprise transformation and a fast-paced support environment. You will play a key role in delivering a positive employee experience during critical go-live dates.
Compensation / Benefits- Medical, dental & vision
- 401(k) Retirement Plan
- Life Insurance (Voluntary Life & AD&D)
- Short and long-term disability
- HSA
- Time Off/Leave (PTO, Vacation or Sick Leave)
Responsibilities- Provide Tier 1 support for employee inquiries via phone, email, chat, and other channels
- Assist employees with transactions, system navigation, and troubleshooting related to Workday implementation and existing Workday platform
- Create, document, manage, and resolve support cases with a focus on first-contact resolution
- Escalate complex issues to Tier 2 and follow through until resolution
- Track open cases, provide status updates, and ensure timely follow-up with stakeholders
- Deliver accurate and professional support during high-volume go-live and hypercare
- Maintain detailed documentation of interactions, resolutions, and case activity
- Learn new processes and procedures quickly as project needs evolve
Key requirements- 2+ years of customer service, call center, help desk, service center, or support experience
- Strong phone, email, and written communication skills
- Ability to multitask and manage a high volume of cases and inquiries
- Excellent problem-solving and critical-thinking abilities
- Strong organizational skills and attention to detail
- Ability to remain professional, patient, and empathetic when assisting employees
- Comfortable working in a fast-paced, evolving environment
- adaptability
- ownership
- customer-focused mindset
- Workday (preferred)
- ServiceNow (preferred)
- ERP implementation support
