Level 1 Application Support Analyst

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.

We’re searching for a Melbourne based Level 1 Application Support Analyst to join our Customer Support team, so that we can ensure customers receive prompt, professional, and effective technical support. The Level 1 Application Support Analyst will serve as the initial point of contact for customer issues and requests, helping to maintain high service quality and support operations across the RLDatix managed cloud platform.

How You’ll Spend Your Time

• Responding to incoming customer support requests via phone and portal to ensure issues are documented and addressed promptly
• Logging and tracking incidents using a Service Management Tool in order to maintain accurate records and service-level compliance
• Troubleshooting application issues and providing consistent technical solutions in line with escalation timeframes
• Collaborating with internal teams and resolver groups to ensure seamless support transitions and customer satisfaction
• Maintaining and contributing to knowledge-based articles to support continuous improvement and proactive support
  
  
  

What Kind of Things We’re Most Interested in You Having

• 1–2 years of experience in a similar technical support or application support role
• Proven success in supporting enterprise SaaS applications and managing incidents using tools like Zendesk
• In-depth knowledge of Microsoft SQL Server and Windows Server environments
• Understanding of IT operations within Windows enterprise environments and cloud-hosted applications
• Sincere interest in customer service excellence and operational reliability
• A knack for working collaboratively across technical and non-technical teams to resolve issues efficiently
  
  
  

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 [email protected].

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.