Associate Product Support Engineer, Workiva
$21.50 - $35.00/hr + A discretionary bonus typically paid annually + Restricted Stock Units granted at time of hire
More information about location
Business data platform
Be an early applicant
Business data platform
1001+ employees
Be an early applicant
$21.50 - $35.00/hr + A discretionary bonus typically paid annually + Restricted Stock Units granted at time of hire
More information about location
1001+ employees
Company mission
Workiva’s mission is to power transparent reporting for a better world.
Role
Who you are
- 1 year of related experience
- Customer service experience
- Typically requires an Associate's Degree or equivalent combination of education and experience in a related field, OR a Bachelor’s degree or equivalent work experience
Desirable
- Technical support experience
- Background in accounting/finance industry
- Previous customer-facing role(s)
- Technical aptitude with competency in G Suite and Microsoft Office applications
- Basic or intermediate experience in database support or network security support preferred
- Proven professionalism in verbal and written communication via phone, email, and other channels
- Self-motivated with a strong propensity for action, results, and continuous improvement
- Adaptability and flexibility to work successfully in a rapidly changing environment to meet client deliverables and tight deadlines
- Strong organizational skills with the ability to multi-task and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines
- Proficiency to communicate directly with customers on technical aspects of our application
- Demonstrated ability to lead, work independently, and take initiative to meet established timelines
- Ability to deliver high-quality service and support under pressure with a keen attention to detail
- Anticipate obstacles, establish timelines, and define service level agreements
- Collaborate with cross-functional teams in meetings or projects, contributing to a positive team culture
What the job involves
- Must work Saturday & Sunday
- This role provides comprehensive support to Workiva customers, addressing both content integration needs and technical/functional product support.
- The individual will manage customer requests, troubleshoot issues, and ensure an exceptional customer service experience. This role requires availability to work specified hours and may involve assisting on ancillary projects
- Provide timely service to customers, including Capital Markets and Investment Working Groups, and other Workiva and data platform users, throughout transaction completion, regulatory reporting cycles, and general customer support needs
- Complete routine service requests, such as document imports, edits, and general customer support requests
- Import documents supplied from customers, applying correct formulas, formatting, and style in Workiva Documents
- Create and link source financial data in Workiva
- Ensure the accuracy of documents through review of completed work
- Answer customer inquiries through dedicated support lines, email, chat, and ticket management
- Troubleshoot customer issues using application knowledge, experience, and self-guided research
- Resolve customer issues independently or with minimal assistance
- Escalate customer issues to appropriate team members while remaining accountable to customers
- Assist the Content Integration Department on ancillary service projects
- Link, author, and edit content in Workiva’s knowledge base to enhance customer self-service resources
- Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability
- Work on routine problems of a straightforward nature
- Solve problems and investigate issues by analyzing situations or data following applicable procedures
- Follow common procedures to complete standardized assignments
Our take
For large-scale businesses, collecting and sharing data can be a complex and challenging process. Workiva solves this problem with its cloud-based data platform.
Workiva is one of the biggest players in the market, serving around 75% of Fortune 500 companies, including Google and Delta. Workiva's controlled, secure and audit-ready platform has maintained a clear edge over much of its competition.
Workiva's quality product and its commitment to transparency has made it a firm favourite with companies around the world. If it can maintain this, it stands to consolidate its impressive growth even further in the coming years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2014
$0.7m
EARLY VC
Dec 2012
$30.7m
SERIES C
Total funding: $46.9m
Company benefits
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401k w/ match
- Health, dental, and vision
- Vacation accruals
- Life and disability insurance
- Employee stock purchase plan
- Volunteer time-off
- Parental leave
- Travel & accident insurance
- Paid holidays
- Work remotely
- Discount programs
- Health and wellness
- Pet-friendly atmosphere
- Choose from additional plans that cover legal expenses, stolen identity, or even your pet's health
Company HQ
Holborn, London, UK
Leadership
Marty Vanderploeg
(CEO, not founder)Previously worked as a Professor at Iowa State University. Founded Engineer Animation Inc. in 1990.
Share this job
View 41 more jobs at Workiva