Technical Support Specialist for Global Healthcare Operations

4 weeks ago


Melbourne, Victoria, Australia RLDatix Full time

RLDatix is a leading provider of healthcare operations platforms, empowering organizations to improve patient safety and outcomes. Our team is dedicated to delivering exceptional technical support to our clients, ensuring their systems are always operational and efficient.

About the Role

We are seeking an experienced Technical Support Specialist to join our APAC Customer Support team. As a key member of our team, you will be responsible for resolving complex technical issues, managing escalations, and providing advanced technical support to our clients across the Asia-Pacific region.

The successful candidate will have a strong background in IT operations, with experience in supporting Windows enterprise environments, Microsoft SQL Server, and other technologies listed below.

This is a fantastic opportunity to join a dynamic team, work with cutting-edge technology, and contribute to the delivery of exceptional customer experiences.

Key Responsibilities
  • Provide timely and consistent technical solutions to external customers and third parties based on service level agreements.
  • Record detailed and reproducible fault descriptions in our ticketing system.
  • Offer technical support in line with escalation timeframes through documented technical action plans.
  • Develop and maintain quality technical knowledge-based articles.
  • Assist Customer Support Analysts (L1) with Knowledge and Understanding.
  • Review product issues (bugs), assess their importance, impact, and priority.
  • Perform technical tasks on Cloud and On-Premises customer systems.
  • Sound understanding of the functionality of products from both an application and a system perspective (SQL, IIS, Infrastructure).
  • Documenting issue resolution steps and updating knowledge base articles.
  • Monitoring System Alerts and performance metrics.
  • Performing root cause analysis and implementing temporary workarounds.

In return, we offer a competitive salary of $60,000 - $80,000 per annum, depending on experience, plus additional benefits.



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