Associate Support Analyst

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care.

Through our innovative Healthcare Operations Platform, we’re connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

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 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.