2nd Line Support Analyst

3 weeks ago

Richmond, United Kingdom RLDatix Full time

Do you thrive in a customer driven environment?

What about a career where your progression is in your control?

**What you'll gain**:

- Join a friendly culture that encourages both collaboration and personal autonomy
- Experience an environment where personal growth and career development is encouraged
- Receive benefits that include private healthcare, health insurance, discounts and more.
- Experience hybrid work and flexible working to support your work-life balance

Look no further, RLDatix are looking for driven, ambitious, and customer driven people to join the team based in England as a 2nd Line Support Analyst.

Customer Support is the first point of contact for our customers and is the heart of business and plays a vital role in ensuring that requests are managed efficiently and professionally and are escalated to the right team to be resolved.

**Your responsibilities will include**:

- Being a point of contact for the customers.
- Managing escalations from the 1st Line Support Team.
- Logging and manage all incidents via the Service Management Tool.
- Escalating incidents to the appropriate resolver group.
- Providing customers with timely updates to their cases in line with Service Level Agreements.
- Developing strong customer relationships through direct communication to achieve highest levels of customer satisfaction.
- Providing ticket review sessions with escalated customers
- Managing development tickets logged via the support team
- Managing customer escalations

**Good to have**:

- Advanced troubleshooting experience
- Experience with IIS web hosting

**Soft Skills**:

- A Team Player.
- Flexible and adaptable to new ways working.
- Someone who likes to deal with problems.
- Able to demonstrate good effective communication skills.
- Ability to handle difficult conversations with customers

We make work meaningful, RLDatix who have recently acquired Allocate and both are on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk and compliance tools that drive overall improvementand 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 andour 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.

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