Associate Support Consultant

RLDatix; Stoke-on-Trent; Remote; GBP 80,000 - 100,000; Full time

Job summary

A healthcare software company is seeking an Associate Support Consultant to provide first-class support to web application customers. The role involves managing customer inquiries, tracking incidents, and ensuring customer satisfaction. Ideal candidates will have entry-level experience in customer support and a sincere interest in enhancing their skills in web application support. This position offers a comprehensive benefits package and remote working options.

Benefits

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Paid holidays

Qualifications

• Entry-level experience in customer support or IT related fields.
• Sincere interest in providing excellent customer service.
• A knack for working collaboratively in a fast-paced environment.

Responsibilities

• Manage incoming calls and customer portal requests to log and track incidents accurately.
• Utilize the Service Management Tool to document case details.
• Escalate incidents to appropriate resolver groups for timely resolution.
• Provide customers with regular updates to maintain clear communication.
• Develop strong customer relationships through direct communication.
• Monitor customer site integrity and status.

Skills

Customer support experience

Effective communication

Problem resolution

Knowledge of technical incidents

Collaborative work

Job description

Overview

Associate Support Consultant | Customer Support | UK | Remote

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 UK based Associate Support Consultant to join our Customer Support team, so that we can provide first-class support to our web application customers and ensure their issues are resolved efficiently. The Associate Support Consultant will serve as the initial point of contact for customer inquiries and incidents, managing and escalating issues as needed to maintain high customer satisfaction and ensure the smooth operation of our web applications.

Responsibilities

• Manage incoming calls and customer portal requests to log and track incidents accurately.
• Utilize the Service Management Tool to document case details and steps to reproduce faults.
• Escalate incidents to appropriate resolver groups in order to ensure timely resolution.
• Provide customers with regular updates to their cases to maintain clear communication and meet Service Level Agreements.
• Develop strong customer relationships through direct communication to achieve high levels of customer satisfaction.
• Monitor customer site integrity and status to ensure customer business requirements are maintained.

Qualifications

• Entry-level experience in customer support or IT related fields.
• Proven success in providing effective communication and problem resolution.
• In-depth knowledge on how to manage and escalate technical incidents.
• Sincere interest in providing excellent customer service and learning web application support.
• A knack for working collaboratively within a fast-paced, customer-focused environment.

Benefits

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.

EEO and Privacy

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 accessibility at rldatix dot com.

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.