Customer Support Analyst

RLDatix • Chicago, IL

7d • 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 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.

Requirements

• 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

Benefits

• health
• dental
• vision
• life
• disability insurance
• 401K
• paid time off
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed