Customer Support Analyst

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk and compliance tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively and immediately through dynamic policy and procedure management.

RLDatix is truly global, with offices in London, Toronto, Chicago, Melbourne, and Riyadh, allowing us to be at the forefront of global patient safety and GRC movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team.

In line with our mission, we are looking to recruit a Customer Support Analyst.

What You Will Do

As a Customer Support Analyst, you will be an advocate for our customers. You will help them experience the full potential value from our software and our service. They will look to you for assistance and best practices in the use of PolicyStat to improve patient care and ensure regulatory compliance. You will answer calls, emails, solve problems, contribute to the knowledge base, and do whatever else is needed to ensure their success. Our Support team is known for providing prompt, professional, and accurate assistance to our customers.

This position is for primary support of our Workforce Management solutions in North America with possible future cross-training to additional applications. A key component is building global collaborative relationships with colleagues providing services and support to Workforce Management customers.

• Ensure customer success by supporting site admins and end users
• Develop an understanding of customer processes and standard operating procedures
• Interact with customers via phone, email, and ticketing platform to respond to inquiries and troubleshoot issues by analyzing the symptoms, identifying the root cause, and providing a solution.
• Document cases and customer interactions using our issue tracking system
• Demonstrate responsiveness and sense of urgency in all customer interactions
• Research issues by collaborating with your teammates when a solution is not readily available
• Serve as a liaison between the customer and the engineering team to resolve issues
• Advocate for customers by coordinating and communicating suggestions for software enhancements
• Stay current with application updates and demonstrate product expertise
• Perform release acceptance testing
• Create and communicate version upgrade announcements
• Coordinate customer version upgrades
• Use webinar and web technologies to assist with customer issues.
• Create, update, and maintain the resources in our Knowledge Base
• Demonstrate a positive attitude and model professionalism in all contacts with internal and external customers
• Work on special projects, as assigned

Skills/Experience/Competencies You Will Need

• An energetic drive to improve the quality of healthcare

• A passion for delivering excellent customer service

• Successful previous experience in a technical support role

• A patient, trouble-shooting mindset and strong critical thinking skills

• Good understanding of web environments, including HTML

• An eye for detail, problem-solving, and locating the right answer to the real question

• Excellent verbal and written communication skills

• A history of exceeding customer expectations with empathy and diplomacy

• A history of learning quickly and teaching others

• A positive, proactive attitude that embraces creativity and thoroughness

• A dedication to teamwork and collaboration

• An enthusiasm for engaging in team spirit and philanthropy events

• Bachelor’s Degree in Business or related field, preferred

Working Hours

RLDatix provides product support Monday – Friday, 8 a.m. EDT – 8 p.m. EDT. Employees are required to work an 8-hour day and shift work may be required to ensure full coverage for our listed support hours.

Upon completion of training, this specific position is for the core hours of 11:00 a.m. – 8:00 pm EDT, Monday-Friday, with other shifts as needed.

Location

Carmel, Indiana: This position is a hybrid position of in-office three days/week and remote two days/week. US-based remote applicants will also be considered.

RLDatix offers a competitive compensation package and comprehensive benefits package including health, dental, vision, life, disability coverage, a generous retirement savings plan, 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.