IT Support Consultant in Stoke-on-Trent

IT Support Consultant | Customer Support Service | UK | Remote

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 IT Support Consultant to join our Customer Support Service team, so that we can efficiently resolve application issues for our valued customers. The Support Consultant will serve as a primary point of contact for customers, diagnosing and resolving application challenges to maintain high levels of customer satisfaction and support the seamless operation of RLDatix solutions.

How you’ll spend your time

• Provide initial support to customers and manage incoming tickets via the Customer Portal to ensure prompt assistance.

• Log and manage all incidents within our Service Management Tool to maintain clear records and track progress.

• Offer timely updates to customers regarding their cases to keep them informed and engaged.

• Manage your own case queue in line with team procedures to ensure efficient resolution of issues.

• Escalate high-priority issues to the Support Team Manager to facilitate swift resolution for critical problems.

• Collaborate with Professional Services, Product, and Engineering teams to effectively triage and resolve complex product issues.

• Perform technical tasks in Cloud-hosted customer environments (e.g., IIS administration, server management, system log analysis) to support the underlying infrastructure of our solutions.

• Utilize in-house and external product knowledge to independently resolve incidents.

• Install, configure, and troubleshoot a variety of products to address diverse technical challenges.

What kind of things we’re most interested in you having

• Proven experience in delivering application/software support to external customers.

• Strong knowledge and experience with Microsoft SQL Server 2008+ (administration, developer, or mixed perspective).

• Demonstrated ability to understand problems and develop effective solutions.

• Technical understanding of web-based software solutions, standard database methodologies, interfaces, and internet hosting.

• Familiarity with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• A sincere interest in providing outstanding customer service and solving customer business needs.

• A knack for working both independently and collaboratively within a fast-paced environment.

• Excellent communication skills, both oral and written, for effective interaction with colleagues and customers.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, retirement plan, paid time off, and paid holidays.

RLDatix is an equal opportunity employer and is committed to ensuring a fair and consistent recruitment process in accordance with UK law, including the Equality Act 2010. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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.

All offers of employment are subject to the successful completion of background checks. Any personal data provided in your application will be processed in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). By submitting your application, you consent to the processing of your personal data for recruitment purposes.

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