RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

At RLDatix we’re making healthcare safer, together. Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal—helping people.

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.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.

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 law.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to accessibility@rldatix.com.

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.