Remote Second-Line Support Consultant, Workforce Management

RLDatix

United Kingdom

Remote

GBP 40,000 - 65,000

Full time

8 days ago

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Benefits offered by this job

Health and wellbeing benefits

Inclusive, supportive work culture

Job summary

RLDatix is seeking a UK-based, remote Second Line Support Consultant to join the Medics Support Team. You will provide advanced technical and functional support for RLDatix workforce management solutions including rostering, scheduling, and payroll-related products.

Responsibilities include handling escalations, performing root-cause analysis, and developing specialist knowledge across RLDatix Rostering, Workforce Management, and Payroll products to support product releases and major incident

Qualifications

3+ years in technical or operational support for SaaS/cloud-hosted solutions.
Experience with ticketing systems and ITIL principles.
Strong troubleshooting and written/verbal communication skills.

Responsibilities

Provide clear, timely responses to customer enquiries and manage escalations.
Diagnose and resolve complex application, configuration, and integration issues.
Prepare escalation reports and manage OLAs to drive cases to resolution with Eng, PM, and Cloud Ops.
Develop specialist knowledge of RLDatix Rostering, Workforce Management, and Payroll solutions.
Collaborate with Engineering, Product, Cloud Operations, and Customer Success teams to resolve issues and improve services.