Customer Support Analyst

RLDatix; Chicago, Northern (IL, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K

Paid time off

Paid holidays

Job summary

RLDatix in Chicago is seeking a Customer Support Analyst to deliver technical guidance and resolve issues across the full support experience for North America customers. You will troubleshoot using structured methods, contribute to knowledge base content, and help drive continuous improvements that enhance team performance and customer satisfaction.

The role emphasizes strong communication, collaboration in a fast-paced environment, and eagerness to learn new technologies and AI-enabled

Qualifications

• Previous experience in a customer support role for a software company, ideally within healthcare.
• Proven success communicating effectively with customers.
• Strong troubleshooting and problem-solving skills.
• Sincere interest in learning new technologies, support tools, AI-enabled capabilities, and product functionality.
• A knack for working collaboratively within a fast-paced, customer-centric environment.

Responsibilities

• Manage customer issues from initial contact through resolution, delivering clear communication, timely follow-up, and a positive customer experience.
• Troubleshoot and resolve technical issues using structured troubleshooting, product knowledge, support tools, knowledge base resources, and established procedures.
• Create and maintain customer-facing knowledge base content and internal support notes from approved solution steps, workarounds, FAQs, recurring issues, and resolved cases.
• Capture suspected defects, recurring issues, troubleshooting steps, and solution paths so they can be reviewed, escalated, reused, and used to support team knowledge sharing.
• Recognize customer impact, urgency, and escalation triggers, then coordinate escalation handoffs by sharing clear case details, troubleshooting history, customer context and recommended next steps.

Skills

Customer support experience

Troubleshooting

Communication skills

Learning new technologies

Team collaboration

Job description

Customer Support Analyst

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 North America based Customer Support Analyst to join our Customer Support team, so that we can provide strong technical expertise to resolve customer issues across the full support experience, ensuring swift and effective solutions. The Customer Support Analyst will apply strong analytical skills, deliver concise technical guidance, and contribute to continuous process improvements that enhance both team performance and customer satisfaction.

How You’ll Spend Your Time

• Manage customer issues from initial contact through resolution, delivering clear communication, timely follow-up, and a positive customer experience.

• Troubleshoot and resolve technical issues using structured troubleshooting, product knowledge, support tools, knowledge base resources, and established procedures

• Create and maintain customer-facing knowledge base content and internal support notes from approved solution steps, workarounds, FAQs, recurring issues, and resolved cases

• Capture suspected defects, recurring issues, troubleshooting steps, and solution paths so they can be reviewed, escalated, reused, and used to support team knowledge sharing

• Recognize customer impact, urgency, and escalation triggers, then coordinate escalation handoffs by sharing clear case details, troubleshooting history, customer context and recommended next steps

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

• Previous experience in a customer support role for a software company, ideally within healthcare

• Proven success communicating effectively with customers

• Strong troubleshooting and problem-solving skills

• Sincere interest in learning new technologies, support tools, AI-enabled capabilities, and product functionality

• A knack for working collaboratively within a fast-paced, customer-centric environment

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, 401K, paid time off, and paid holidays.

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 Federal and/or State laws.

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.