Application Support Analyst
Role Overview
RLDatix is hiring an Application Support Analyst for its Customer Support team to assist customers across phone and ticketing channels.
The role handles routine and semi-routine enquiries, adapts standard solutions and triages issues for escalation.
Key Skills for This Role
Full Job Posting
Role overview
RLDatix is hiring an Application Support Analyst for its Customer Support team to assist customers across phone and ticketing channels.
The role handles routine and semi-routine enquiries, adapts standard solutions and triages issues for escalation.
What you’ll do
- Communicate with customers, gather issue details and provide clear responses across phone and ticket channels.
- Triage, categorise and document tickets; manage high-volume queues and make timely, appropriate escalations.
- Follow procedures, scripts and knowledge base resources; flag recurring process issues for improvement.
- Use AI-powered systems and automation for initial triage and first-contact resolution, escalating cases they cannot resolve.
- Troubleshoot common and semi-routine product issues and document resolutions and steps taken.
What they’re looking for
- At least 1–2 years in a similar role, including IT Operations support for a Windows enterprise environment and SaaS or enterprise-scale application infrastructure management.
- Working knowledge of Microsoft SQL Server 2018 and above, Windows Server 2018 and above, and Zendesk or a similar ticketing solution.
- Clear, responsive customer communication and ability to follow high-volume triage, queue-management and frontline support procedures.
- Foundational product and support-platform knowledge; Citrix or other remote access technologies, MCITP/MCSA/VCP certifications, IIS administration and diagnosis, and payroll systems are desirable.
Workplace
- The listing identifies the role as remote in the United Kingdom.
About RLDatix
RLDatix provides healthcare operations software used by healthcare organisations and describes its mission as helping improve care and patient safety.
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