Content Integration Consultant / Associate Product Support Engineer (Must work Saturday & Sunday)

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

The Content Integration Consultant supports customers and actively manages Capital Markets and Investments/Mutual Funds document requests and product inquiries. They will serve as a contact for Workiva products and services and are responsible for providing accurate and timely delivery of customer requests alongside members across the team. The Content Integration Consultant is counted on to deliver an exceptional customer service experience. Responsibilities will eventually expand to include product support and troubleshooting with our customers.

What You'll Do

Product Support

• Provide technical and functional expertise to customers through phone, chat, and ticket management

• Manage customer inquiries within expected time frames, escalating only when necessary

• Maintain professionalism and establish positive rapport with customers

• Troubleshoot customer issues using application knowledge, experience, and self-guided research

• Resolve customer issues independently or with minimal assistance

• 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

Content Integration

• Provide timely service to our Capital Markets Working Groups (issuer and underwriter counsel, bankers, auditors, consultants, and customers) and Investment Working Groups (internal and external counsel, paralegals, fund administrators, EDGAR filers, and customers) throughout the completion of the transaction and/or regulatory reporting cycles

• Complete routine service requests such as document imports and document edits as well as routine customer support requests

• Import documents supplied from Working Groups by applying correct formulas, formatting, and style in Workiva Documents

• Create and link source financial data in Workiva Spreadsheets

• Ensure the accuracy of documents through a review of work completed

• Answer customer inquiries through the dedicated support line and email

• Escalate customer issues to appropriate team members while remaining accountable to customers

• Assist Content Integration Department on ancillary service projects

• Works on routine problems of a straightforward nature

• Required to solve problems and investigate issues by analyzing situations or data following applicable procedure

• Follows common procedures to complete standardized assignments

What You'll Need

Minimum Qualifications

• Typically requires an Associate's Degree or equivalent combination of education and experience in a related field.

• 1 year of related experience

Preferred Qualifications

• Background in accounting/finance industry preferred

• Previous customer-facing role(s) 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

• Ability to work successfully in a rapidly changing environment

• Strong organizational skills with the ability to multi-task and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines

• Technical aptitude with competency in G Suite and Microsoft Office applications

• 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

• Flexibility to work varying hours to meet client deliverables and tight deadlines

• Commitment to a collaborative and engaging team setting

• Ability to deliver high-quality service and support under pressure with a keen attention to detail

Travel Requirement & Working Conditions

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

• Less than 10% travel

• 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.