Application Support Analyst

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

Job Description

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We're searching for a Support Analyst to join our Customer Support team, so that we can deliver rapid and effective assistance to customers across phone and ticketing channels. The Support Analyst will address routine and semi-routine inquiries, adapt standard solutions to recurring issues, and efficiently triage tickets for escalation, directly impacting customer satisfaction and operational efficiency.

How You'll Spend Your Time

• Delivering clear and responsive communication to customers across phone and ticket channels, adapting explanations to balance rapid replies for routine scenarios with concise guidance for semi-routine issues, and gathering the information needed for accurate issue identification and escalation.
• Performing efficient ticket triage and categorisation, documenting issue details, managing support queues for high-volume inbound requests, and ensuring escalations to higher-level support are executed correctly and in a timely manner.
• Operating within standard support procedures using knowledge base resources and documented scripts, while identifying recurring process issues and escalating observations to improve efficiency and service levels.
• Leveraging AI-powered systems and automation features to support initial customer triage and deliver rapid first-contact resolution for standard cases, escalating issues beyond automated system capabilities to the appropriate support tier.
• Applying foundational knowledge of company products and support platforms to resolve common inquiries, adapting standard troubleshooting steps for semi-routine technical tasks, and documenting all resolutions and steps taken for future reference and continuous service improvement.

What Kind of Things We're Most Interested in You Having

• A minimum of 1 to 2 years of experience in a similar role, with experience in IT Operations supporting a Windows enterprise environment and proven experience in SaaS or enterprise-scale application infrastructure management.
• Working knowledge of Microsoft SQL Server 2018 and above, Microsoft Windows Server 2018 and above, and experience with Zendesk or a similar ticketing solution.
• A demonstrated ability to deliver clear and responsive communications, adapting explanations to address routine and semi-routine customer support inquiries across multiple channels.
• The ability to follow established procedures for high-volume ticket triage, queue management, and rapid response within frontline customer support environments.
• Solid foundational knowledge of core product features and support platforms, enabling efficient resolution of recurring customer issues using knowledge base resources. Knowledge of Remote Access Technologies such as Citrix, relevant certifications (MCITP, MCSA, VCP), IIS Administration and Diagnosis, and exposure to payroll systems are desirable.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best.

RLDatix is committed to providing equal employment opportunities and creating an inclusive workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds, and do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, age, disability, marital or family status, or any other protected attribute under applicable law. As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that people with disability are provided reasonable adjustments throughout the recruitment process. If you require any adjustments to participate in the application or interview stages, please send a note to accessibility@rldatix.com.