Application Support Consultant

3 weeks ago

Sydney, Australia RLDatix Full time

Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations platform combines software and trusted services to empower organizations with critical data insights across risk, safety, compliance, provider lifecycle and workforce management. Our user-centric approach provides a holistic, real-time view of healthcare operations, connecting disparate information across the enterprise – thus giving organizational leadership the contextualized data they need to make better informed decisions.

RLDatix is truly global, with over 2,000 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. Our strategy is fueled by organic and inorganic growth that brings together the brightest minds and the latest technology – including AI - to deliver marketing leading solutions for our clients. We are looking for people to join our team who are passionate about making a positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

 

What You Will Do:

The Application Support Consultant will be an integral part of the RLDatix team working with and supporting a large strategic customer in their use of the DatixCloud IQ product. The role is responsible for managing all support related issues reported by the customer through our customer portal, by phone, and in person. The Consultant will be tasked with resolving complex issues, managing escalation, partnering with the customer to discuss issues, and providing advanced support.

The role will be based in Sydney with attendance at the customer site in Chatswood mandatory.

 

Key Responsibilities:
  • Function as first point of contact for customers in relation to application support and facilitate prompt, open, complete, clear and concise communication.
  • Analyze, classify, track, investigate, research, and resolve all assigned support/service problems and issues in a timely, effective manner in line with service level agreements.
  • Record detailed and reproducible fault descriptions in our Ticketing system (Zendesk).
  • Offer support in line with escalation timeframes through documented action plans.
  • Monitoring of System Alerts and performance metrics.
  • Performing root cause analysis and implementing temporary workarounds.
  • Deliver technical and implementation services as part of planned delivery in relation to software product version upgrades/migrations and regression testing.
  • Establishing and maintaining productive, professional, and engaging relationships with key stakeholders.
  • Proactively assess, clarify, and validate the customer’s needs.
  • Supporting the rollout of new products and features in the region.
  • Engage in product discussions with customers to assist with adoption and continued best practice.

Additionally, this person will be responsible for:

  • Liaising with Product and Research & Development teams to align with customer needs.
  • Contribute towards the creation of c-suite level reports.
  • Keeping up to date and accurate knowledge of RLDatix product suite.
  • Traveling to meet with customers.
  • High level of customer satisfaction.
  • Actively engaging with all internal teams.
  • Upholding the company’s code of conduct and business ethics.
     

Skills and Expertise Required

Mandatory

  • 5+ years of experience in a similar role.
  • Experience in working with strategic accounts.
  • Familiarity with Development work tracking technologies; Agile development methods are used by our R&D Teams.
  • Experience with Zendesk or similar ticketing solutions.

Highly Desirable

  • Azure Fundamentals
  • Experience in SaaS/Enterprise-scale application infrastructure management.
  • Previous experience in the health, community, or aged care sectors an advantage.
  • Previous experience using Healthcare GRC systems an advantage.
   

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