Application Support Specialist

1 week ago

Stockholm, Stockholm, Sweden RLDatix Full time

Join Our Team as an Application Support Specialist

About Us:

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 work force management Time Care Planering and Time Care Pool.

RLDatix, is a global company that are on a mission to improve healthcare and welfare by ensuring our users and end users to receive the safest care possible. Our connected healthcare platform, trusted by thousands of customers worldwide, combines software and reliable services to provide crucial insights into risk, safety, compliance, supplier lifecycle, and workforce management. With over 2,000 employees globally, we're looking for passionate individuals to join us in making a positive impact on healthcare and welfare.

What You'll Do:

As an Application Support Specialist, you will be the first point of contact for our customers using our applications Time Care Planering and Time Care Pool, playing a vital role in handling inquiries efficiently and professionally. You'll ensure that customer issues are resolved or escalated to the appropriate team for resolution.

Key Responsibilities:

· Provide initial contact for customers.

· Manage requests from the Customer Portal and answer incoming calls.

· Log and manage incidents using our Service Management Tool, ensuring accurate details and reproduction steps.

· Escalate incidents to the appropriate resolver group.

· Provide timely updates to customers in line with Service Level Agreements.

· Develop strong customer relationships through direct communication to achieve high satisfaction levels.

· Proactively review customer accounts and manage your case queue according to Service Desk procedures.

· Update and propose new knowledgebase articles.

· Collaborate with all areas of the business to ensure customer satisfaction.

· Promote new developments and applications, keeping customers informed of the latest features and products.

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, allowing for potential problems.

· 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.

Requirements:

· Knowledge of scheduling/staffing systems like Time Care Planering or Time Care Pool is highly valued.

· Experience in customer-facing roles, such as customer support, supplier contacts, or user training.

· Post-secondary education, not necessarily academic.

· Strong experience with IT systems, especially in HR-related roles like super user or system administrator.

· Experience in an international organization and process-oriented work is a plus.

· 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; additional languages are a plus.

· Verbal and written communication skills in English

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.

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