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Second Line Support Technician



IT, Customer Service
Uppsala, Sweden
Posted on Monday, June 24, 2024

We Help Organizations Deliver Safer & More Secure Welfare

Delivering secure welfare is a complex mission. It's becoming increasingly difficult to meet quality and efficiency goals while complying with laws and guidelines. Additionally, as most municipalities and regions struggle to recruit staff with the required skills, it's more important than ever to have the right person in the right place at the right time. We provide a cloud-based comprehensive solution for workforce planning that allows our customers to focus on streamlining operations, ensuring quality, and creating a good working environment.

RLDatix AB Has Over 30 Years of Experience in Workforce Optimization

Given the increasingly rapid pace of societal changes, scheduling and workforce planning are constantly facing new challenges. This results in ever higher demands for increased competence in the area for everyone involved in scheduling. Our expertise in staffing encompasses processes, training, and systems, and our consultants have specialized knowledge in economics, leadership, and project management. We create innovative solutions that lead to more efficient staffing without compromising quality. Our focus is on collaborating with our customers so that they can quickly meet new challenges and opportunities with passion and enthusiasm. Today, RLDatix AB is the market leader in scheduling and staffing, particularly within the Swedish municipal and regional markets with our software solutions for workforce management, Time Care Planering and Time Care Pool.

What You'll Do:

As a Support Technician, you'll play a crucial role in helping our customers by solving technical issues and investigate problems, for example platform issues, integrations, performance etc

Key Responsibilities:

  • Provide initial and ongoing technical support for customers
  • Execute and run scripts
  • Diagnose and troubleshoot performance problems
  • Collaborate with customers IT for advanced troubleshooting
  • Perform database queries
  • Triage complex support cases for our development department
  • Create and update knowledgebase articles
  • Perform installations of our applications Time Care Planering and Time Care Pool for our on prem customers

Core Competencies:

  • Customer Support: Provide outstanding support with empathy and a strong desire to resolve issues.
  • Communication: Effectively communicate and build relationships with customers and colleagues, both orally and in writing.
  • Team Player: Enjoy working in a team environment and collaborating with others to solve customer issues.
  • Problem Solving and Decision Making: Gather, verify, and assess information to understand situations accurately and make clear, timely decisions.
  • Planning and Organizing: Break down tasks into smaller steps and plan accordingly
  • Building Relationships: Develop effective relationships with colleagues and customers, responding appropriately to feedback.
  • Innovation, Flexibility, and Adaptability: Undertake tasks with a positive attitude, respond well to management and customer requests, and be prepared to meet business goals and respond to change.

Must haves:

  • Experience in troubleshooting, installation and customer support
  • Education on college level (High school/Gymnasium) preferably technical/IT
  • Create SQL queries
  • Database troubleshooting
  • Proficiency with remote tools (e.g., Team Viewer), Office 365, and ticketing systems (e.g., Zendesk or SalesForce)
  • Excellent verbal and written communication skills in Swedish
  • Verbal and written communication skills in English
  • Visual Studio or similar

Nice to have:

  • Knowledge of scheduling/staffing systems like Time Care Planering or Time Care Pool, maybe from an IT department where these products have been a part of the applications
  • Experience in an international organization and process-oriented work
  • Education at a University level

About our team:

Our support team is situated in Stockholm where the majority of the colleagues are working. We are helpful, service minded and care for each other's wellbeing. Our office is located in the heart of Kungsholmen close to everything. We are flexible and are able to work both from the office or remote. We also have an office in Gothenburg.

Apply Now!

If you're passionate about making a difference in welfare and enjoy providing excellent customer support, we'd love to hear from you. Join RLDatix and help us work towards safer, better welfare for all.