Associate Product Support Engineer (Must work Saturday & Sunday)

Must be available to work Saturday through Wednesday from 8am - 5pm CST

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.

What You'll Do

• 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

What You'll Need

Required Qualifications

• 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

Preferred Qualifications

• 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

Working Conditions

• Must be available to work specified hours: Saturday through Wednesday from 8am - 5pm CST

• Less than 10% travel or minimal travel expected

• Reliable internet access required for any period of time working remotely and not in a Workiva office

How You’ll Be Rewarded

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
 

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.