Customer Support Analyst

RLDatix; Camden Town; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Private health insurance

Group accident insurance

Employee Assistance Program (EAP)

Loyalty Awards for long-service

Job summary

RLDatix UK-based Customer Support Analyst will join the Rostering & Payroll Support team to provide advanced technical and functional support for RLDatix workforce management solutions. You will investigate and resolve complex issues across rostering, scheduling, and payroll products to maintain customer confidence and satisfaction.

Role requires 3+ years in technical or application support, experience with SaaS/cloud solutions, and familiarity with ticket systems like Zendesk/ServiceNow.

Qualifications

• Minimum 3 years' experience in a technical support, application support, or operational support environment.
• Experience supporting SaaS applications and cloud-hosted solutions.
• Experience with ticket management systems such as Zendesk, ServiceNow, or similar platforms.
• In-depth knowledge of ITIL principles and service management processes.
• Desirable experience in workforce management, rostering, scheduling, or healthcare software.

Responsibilities

• Manage escalated support issues relating to rostering, scheduling, payroll processing, integrations, and workforce management functionality to deliver clear, accurate, and timely resolutions throughout the support lifecycle.
• Diagnose and resolve complex application, configuration, and integration issues, and perform root cause analysis to identify underlying causes of recurring customer issues.
• Prepare detailed escalation reports and technical findings for Engineering, Product Management, or Cloud Operations to drive escalated cases to resolution while managing OLAs.
• Develop specialist knowledge across RLDatix Rostering, Workforce Management, and Payroll solutions to provide best-practice guidance and support readiness activities for new product releases and enhancements.
• Collaborate with Product, Engineering, Cloud Operations, and Customer Success teams to resolve customer issues, support major incident management, and contribute to knowledge base growth and continuous improvement.

Skills

SaaS support

Zendesk/ServiceNow

Troubleshooting

ITIL knowledge

Cross-functional collaboration

Tools

Zendesk

ServiceNow

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 UK-based Customer Support Analyst to join our Rostering & Payroll Support team, so that we can provide advanced technical and functional support for customers using RLDatix workforce management solutions. The Customer Support Analyst will investigate and resolve complex customer issues across rostering, scheduling, workforce planning, and payroll-related products to maintain customer confidence and satisfaction.

How You'll Spend Your Time

• Manage escalated support issues relating to rostering, scheduling, payroll processing, integrations, and workforce management functionality to deliver clear, accurate, and timely resolutions throughout the support lifecycle

• Diagnose and resolve complex application, configuration, and integration issues, and perform root cause analysis in order to identify the underlying causes of recurring customer issues

• Prepare detailed escalation reports and technical findings for Engineering, Product Management, or Cloud Operations in order to drive escalated cases through to resolution while managing operational-level agreements (OLAs)

• Develop specialist knowledge across RLDatix Rostering, Workforce Management, and Payroll solutions to provide best-practice guidance and support readiness activities for new product releases and enhancements

• Collaborate with Product, Engineering, Cloud Operations, and Customer Success teams in order to resolve customer issues, support major incident management, and contribute to knowledge base growth and continuous improvement

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

• Minimum of 3 years' experience in a technical support, application support, or operational support environment, including supporting SaaS applications and cloud-hosted solutions

• Proven success in managing complex customer issues using strong troubleshooting and diagnostic skills, alongside experience with ticket management systems such as Zendesk, ServiceNow, or similar platforms

• In-depth knowledge on how to apply ITIL principles and service management processes, and to collaborate with Engineering, Product, and cross-functional teams to resolve customer issues

• Desirable experience supporting workforce management, rostering, scheduling, or healthcare software solutions, along with knowledge of system integrations, APIs, data imports/exports, and cloud environments such as AWS

• Sincere interest in improving healthcare outcomes and helping customers achieve the best results from their workforce management solutions

• A knack for working collaboratively within a cross-functional support environment while prioritising workload and managing multiple cases simultaneously

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.

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].

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.