At a Glance
- Tasks: Provide top-notch technical support and resolve customer challenges in healthcare tech.
- Company: Join RLDatix, a global leader improving healthcare standards.
- Benefits: Enjoy private health insurance, wellness programs, and loyalty awards.
- Other info: Flexible work environment with opportunities for travel and growth.
- Why this job: Make a real difference in healthcare while developing your tech skills.
- Qualifications: Bachelor's degree in IT and experience in software support required.
The predicted salary is between 27000 - 33000 £ per year.
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 Team RLD 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 Riyadh-based Associate Support Analyst to join our Customer Support team, so that we can deliver high-quality technical assistance and ensure operational stability for our customers.
The Associate Support Analyst will apply developing expertise in RLDatix products to diagnose and resolve customer challenges, communicate clearly with customers, coordinate with engineering teams, and contribute to root cause analysis, risk mitigation, and support readiness for new product releases.
- How You'll Spend Your Time
- Deliver clear and timely technical responses to customer inquiries in order to resolve routine and moderately complex support scenarios, and attend client meetings to conduct in-depth discovery and capture requirements.
- Utilise established diagnostic methods to systematically examine and resolve customer technical problems, supporting root cause analysis and working with subject matter experts to ensure user needs are correctly implemented.
- Identify escalation triggers and coordinate with L3 Support and Sustained Engineering teams in order to manage operational-level agreements (OLAs), create escalation reports, and support stable customer operations.
- Receive and investigate support cases via our service management portal as a second line of support and escalation point, providing on‑call support for critical (P1) application issues and keeping interested parties informed throughout.
- Collaborate with departments such as Product Management in order to maintain an understanding of features and functionality, translate this into best practices for software optimisation, and contribute to continuous support process improvement.
- What Kind of Things We're Most Interested in You Having
- Bachelor's in CIS, MIS, CS or equivalent related degree, with 3–4 years' experience in the software industry or an equivalent software support area.
- Proven success in working with integration protocols and standards such as APIs and HL7, alongside good knowledge of integration engines such as Mirth Connect and Rhapsody.
- In-depth knowledge on how to work with Windows server administration, SQL Server, My SQL and SQL statements, and virtual machines and infrastructure architecture.
ITIL Foundation certification and knowledge of ITSM (ITIL) are advantageous.
- Ability to travel up to 60% of the time within the UAE, Saudi Arabia, and the wider MEA region.
- Sincere interest in making a positive change in healthcare through innovative technology, with fluent Arabic and English language proficiency.
- A knack for working collaboratively within cross‑functional teams spanning L3 Support, Sustained Engineering and Product, with strong communication skills and the ability to deliver clear, structured technical explanations to customers.
By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best.
- Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long‑service employees.
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 law.
As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process.
If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to accessibility@rldatix. com.
Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained.
Market and organizational factors are also taken into consideration.
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Associate Support Analyst employer: RLDatix
At RLDatix, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. Our commitment to employee growth is evident through comprehensive benefits such as private health insurance, an Employee Assistance Program, and Loyalty Awards, ensuring our team feels valued and supported while driving impactful procurement strategies in the technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RLDatix. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RLDatix before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Associate Support Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RLDatix:Your cover letter is your chance to shine! Tell us why you want to work at RLDatix specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RLDatix!
How to prepare for a job interview at RLDatix
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
