Customer Support Analyst

Customer Support Analyst | Customer Support | Canada or USA | Hybrid/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 Canada or USA-based Customer Support Analyst to join our Customer Support team, so that we can deliver exceptional frontline technical assistance and ensure rapid, accurate service for our customers. The Customer Support Analyst will handle inquiries, troubleshoot issues, and leverage AI-powered tools to streamline support operations and maintain outstanding customer satisfaction. How You’ll Spend Your Time

• Respond to customer inquiries across multiple channels to provide clear, timely, and accurate information.
• Utilize AI-powered tools and automation workflows in order to enhance triage efficiency and first-contact resolution.
• Follow established support procedures and workflows to ensure rapid issue resolution and adherence to quality standards.
• Troubleshoot common technical issues using knowledge base resources to deliver effective solutions.
• Manage ticket queues and classification to maintain service levels during high-volume periods.

What Kind of Things We’re Most Interested in You Having

• Experience in customer support or a related technical support role.
• Proven success in delivering clear, concise communication across multiple channels.
• In-depth knowledge on how to leverage AI-powered tools and automation workflows to optimize support processes.
• Ability to work an 8-hour shift within RLDatix’s support hours (Monday–Friday, 8 a.m. EDT – 8 p.m. EDT).
• Sincere interest in driving operational excellence and improving customer experience.
• A knack for working collaboratively within a dynamic, high-volume environment.

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, 401K, paid time off, and paid holidays. 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 Federal and/or State laws. 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.