Associate Support Analyst📣 Job Ad

About RLDatix

RLDatix (RLD) is a global organization dedicated to raising the standard of care worldwide. Trusted by over 10,000 healthcare organizations, our solutions are designed to improve health and care delivery. Our applications ensure patients receive the safest and best care while supporting the providers who deliver it.

The Role: Associate Support Analyst

We are seeking an Associate Support Analyst to join our Customer Support team in Riyadh, Saudi Arabia. This full-time role is crucial for delivering high-quality technical assistance and ensuring 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 clients, and coordinate with engineering teams.

Key Responsibilities

• Deliver clear and timely technical responses to customer inquiries to resolve routine and moderately complex support scenarios.
• Attend client meetings to conduct in-depth discovery and capture requirements.
• Utilize established diagnostic methods to systematically examine and resolve customer technical problems, supporting root cause analysis and working with subject matter experts.
• Identify escalation triggers and coordinate with L3 Support and Sustained Engineering teams to manage operational-level agreements (OLAs) and create escalation reports.
• Receive and investigate support cases via our service management portal as a second line of support and escalation point.
• Provide on-call support for critical (P1) application issues, keeping interested parties informed throughout the resolution process.
• Collaborate with departments such as Product Management to maintain an understanding of features and functionality, translate this into best practices for software optimization, and contribute to continuous support process improvement.

Required Experience and Skills

Candidates for this position should possess 2-5 years of experience in a technical support or related role. The role requires strong diagnostic abilities, effective communication skills for customer interaction and internal team coordination, and a developing expertise in product knowledge. The analyst will also contribute to root cause analysis, risk mitigation, and support readiness for new product releases.

Work Environment

This full-time position is based in Riyadh, Saudi Arabia. The successful candidate will join TeamRLD, a global effort comprising over 2,000 team members dedicated to making a difference in healthcare every day.

Application Information

Qualified candidates are encouraged to apply for this full-time role.