Associate Support Consultant

RLDatix•Richmond, VA

9d•Remote

About The Position

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 Associate Support Consultant to join our Customer Support team, so that we can provide first-class support to our web application customers and ensure their issues are resolved efficiently. The Associate Support Consultant will serve as the initial point of contact for customer inquiries and incidents, managing and escalating issues as needed to maintain high customer satisfaction and ensure the smooth operation of our web applications.

Requirements

Entry-level experience in customer support or IT related fields.
Proven success in providing effective communication and problem resolution.
In-depth knowledge on how to manage and escalate technical incidents.
Sincere interest in providing excellent customer service and learning web application support.
A knack for working collaboratively within a fast-paced, customer-focused environment.

Responsibilities

Manage incoming calls and customer portal requests to log and track incidents accurately.
Utilize the Service Management Tool to document case details and steps to reproduce faults.
Escalate incidents to appropriate resolver groups in order to ensure timely resolution.
Provide customers with regular updates to their cases to maintain clear communication and meet Service Level Agreements.
Develop strong customer relationships through direct communication to achieve high levels of customer satisfaction.
Monitor customer site integrity and status to ensure customer business requirements are maintained.