The Role

As a Customer Support Analyst, you will be an advocate for our customers. You will help them experience the full potential value from our software and our service. They will look to you for assistance and best practices in the use of PolicyStat to improve patient care and ensure regulatory compliance. You will answer calls, emails, solve problems, contribute to the knowledge base, and do whatever else is needed to ensure their success. Our Support team is known for providing prompt, professional, and accurate assistance to our customers.

Key Responsibilities

• Ensure customer success by supporting site admins and end users
• Become an expert in PolicyStat software application(s)
• Develop an understanding of customer processes and standard operating procedures
• Interact with customers via phone, email, and ticketing platform to respond to inquiries and troubleshoot issues by analyzing the symptoms, identifying the root cause, and providing a solution.
• Document cases and customer interactions using our issue tracking system
• Demonstrate responsiveness and sense of urgency in all customer interactions
• Research issues by collaborating with your teammates when a solution is not readily available
• Serve as a liaison between the customer and the engineering team to resolve issues
• Advocate for customers by coordinating and communicating suggestions for software enhancements
• Stay current with application updates and demonstrate product expertise
• Use webinar and web technologies to assist with customer issues.
• Create, update, and maintain the resources in our Knowledge Base
• Demonstrate a positive attitude and model professionalism in all contacts with internal and external customers
• Work on special projects, as assigned

Skills and Experience

• An energetic drive to improve the quality of healthcare
• A passion for delivering excellent customer service
• Successful previous experience in a technical support role
• A patient, trouble-shooting mindset and strong critical thinking skills
• Good understanding of web environments, including HTML
• An eye for detail, problem-solving, and locating the right answer to the real question
• Excellent verbal and written communication skills
• A history of exceeding customer expectations with empathy and diplomacy
• A history of learning quickly and teaching others
• A positive, proactive attitude that embraces creativity and thoroughness
• A dedication to teamwork and collaboration
• An enthusiasm for engaging in our fun team spirit and philanthropy events
• Bachelor’s Degree in Business or related field, preferred

RLDatix offers a competitive compensation package and comprehensive benefits package including health, dental, vision, life, disability coverage, a generous retirement savings plan, 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.