Customer Support Analyst

Customer Support Analyst | Customer Support | Washington, DC | 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 DMV-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 DoD and VA customers. The Customer Support Analyst will handle inquiries, troubleshoot issues, and leverage 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 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 role that leverages a ticketing system (Service Help Desk, Service Now, Zendesk, etc)
• Proven success learning new systems and processes quickly while utilizing resourceful problem solving skills
• Comfortable communicating with a variety of customers and team members
• Ability to commute to Tysons Corner, VA once per month
• Sincere interest in driving operational excellence and improving customer experience
• A knack for working both collaboratively and independently within a dynamic, high-volume environment
• Ability to obtain government security clearance or already holds active security clearance

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.