Associate Support L1

RLDatix•Richmond, VA

8d•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 frontline 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, leveraging AI-driven tools and established procedures to maintain high customer satisfaction and ensure the smooth operation of our connected healthcare operations platform.

Requirements

2 years of experience in a support or operational environment, ideally within SaaS, healthcare, or public-sector technology.
Working knowledge of ticketing systems (Zendesk), ITIL processes, and a foundational understanding of databases, APIs, or cloud environments (AWS/Azure).
Familiarity with regulatory frameworks such as GDPR, NHS Digital, or ESR is highly essential.
Demonstrated ability to adapt technical explanations for both routine and semi-routine customer inquiries across multiple digital channels.
A constructive approach to identifying patterns in recurring support requests and applying standard solutions effectively.
A knack for working within a team of 15 individuals in a fast-paced environment, driven by our core values: Team, Respect, Lead, and Deliver.

Responsibilities

Deliver rapid and effective assistance to customers across phone, chat, and ticketing channels (Zendesk), ensuring immediate acknowledgment for all L1 inquiries.
Utilize the Service Management Tool to perform efficient ticket triage and categorization, accurately documenting issue details and steps to reproduce faults.
Leverage AI-powered chatbots and automation to support initial triage and deliver rapid first-contact resolution for standard cases.
Escalate incidents correctly and in a timely manner to higher-level support or appropriate resolver groups when issues exceed automated or standard L1 capabilities.
Provide clear, responsive communication by adapting explanations to customer requirements and providing regular updates to meet Service Level Agreements (SLAs).
Identify recurring process issues within daily workflows and contribute high-quality articles to the Knowledge Base to improve collective efficiency.
Apply foundational product knowledge to address routine inquiries and complete basic troubleshooting for SaaS platforms and system integrations.