2nd Line Support Consultant

Hirebridge; Stoke-on-Trent; Remote; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated Second Line Support Consultant to join their Customer Support Service team. This role involves providing exceptional technical support for complex application issues, acting as a critical escalation point, and ensuring high customer satisfaction. The ideal candidate will have a strong background in technical support, excellent problem-solving skills, and a passion for healthcare IT. Join a collaborative team that values flexibility and employee wellness, and contribute to transforming care delivery worldwide through innovative solutions.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Retirement Plan

Paid Time Off

Paid Holidays

Qualifications

• Experience in a managed services environment with SLAs.
• Proven ability to resolve complex technical issues.

Responsibilities

• Provide timely technical support and manage customer communications.
• Mentor Associate Support Consultants to enhance team skills.

Skills

Service Level Agreements

Technical Support

Problem-Solving

Customer Communication

Database Methodologies (SQL)

Web-Based Software Solutions

Mentoring

Tools

Service Management Tool

Cloud Systems

Job description

Second Line Support Consultant | Client Support | UK | Remote

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.

At RLDatix we’re making healthcare safer, together. Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal—helping people.

We’re searching for a UK-based Second Line Support Consultant to join our Customer Support Service team, so that we can provide exceptional and timely technical support to our customers, ensuring their complex application issues are resolved efficiently. The Second Line Support Consultant will act as a critical escalation point, handling complex application issues and managing customer communications, to maintain high customer satisfaction and ensure the smooth operation of RLDatix Customer Solutions.

How you’ll spend your time

1. Provide initial point of contact for Customers via the Service Desk and Customer Portal to ensure efficient issue logging and resolution.
2. Escalate incidents to appropriate resolver groups and Application/Service Desk Team Leaders in order to minimize resolution time and maintain service level agreements.
3. Manage incoming requests and log incidents via the Service Management Tool to accurately track and document all support interactions.
4. Provide timely updates to customers regarding their cases to maintain transparency and build trust.
5. Perform technical tasks on Cloud customer systems to resolve complex issues and implement necessary changes.
6. Mentor and coach Associate Support Consultants to enhance team skills and improve overall support quality.

What kind of things we’re most interested in you having

1. Experienced in Service Level Agreements and Operational Schedules within a managed services environment.
2. Proven success in resolving complex technical application issues and managing customer escalations.
3. In-depth knowledge on how web-based software solutions, standard database methodologies (SQL), and internet hosting (IIS, Infrastructure) function.
4. Sincere interest in healthcare IT or workforce management.
5. A knack for working collaboratively within a fast-paced and technical support environment.
6. Experience acting as a role model and mentor, showcasing team leadership and collaborative abilities to effectively work with cross-functional teams.
7. Ability to understand and support established support processes, prioritize knowledge sharing, and logically analyze application functionality.
8. Proficiency in managing and tracking application issues, providing effective workarounds, and understanding the broader context of application problems.
9. Strong problem-solving skills and the ability to manage difficult conversations with customers professionally.
10. Experience chasing things up and knowing how to follow up.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, retirement plan, paid time off, and paid holidays.

RLDatix is an equal opportunity employer and is committed to ensuring a fair and consistent recruitment process in accordance with UK law, including the Equality Act 2010. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [e-mail].

All offers of employment are subject to the successful completion of background checks. Any personal data provided in your application will be processed in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). By submitting your application, you consent to the processing of your personal data for recruitment purposes.