Customer Support Consultant

6 months ago

Johannesburg, South Africa RPMGlobal Full time

**About the Role**

RPM is seeking an experienced Customer Support Consultant to provide first-level technical and functional support services for our Asset Management Software Solutions (AMT and IMAFS). This is a permanent full-time role based in our Johannesburg office.

The Customer Support Consultant will be responsible for investigating and resolving AMT and IMAFS support cases. AMT focuses on effective planning of maintenance activities for mining equipment. IMAFS is a cloud-based inventory management and forecasting solution.

To achieve excellent customer outcomes, the Support Consultant will be required to work directly with end users of these products and with various teams across our business.

**Key Responsibilities**
- Communicate effectively with customers and colleagues throughout the incident life-cycle.
- Manage customer support through regular client communication.
- Manage customer escalations in accordance with agreed SLAs and support agreements.
- Maintain a central knowledge base of known support issues.
- Maintain a high level of customer engagement and satisfaction.

**About You**
- Provided support services that exceed customer expectations.
- Experience supporting Enterprise software in a service desk environment is beneficial.
- CMMS experience would be highly regarded.
- SQL Server Management experience including MSSQL and T-SQL is favourable.
- ITIL Certifications and experience preferable.
- Exposure to the mining industry would be highly regarded.
- Dual language (English / Spanish / French) is preferrable.
- A curious mindset to drive resolution of customer issues through problem solving and critical thinking.

**About RPM**

RPMGlobal is the mining industry’s leading advisory and consulting, enterprise technology and training provider and has been at the forefront of change and innovation in the mining industry for over 50 years.

We advance the mining industry towards a safer, more efficient and more sustainable future through the delivery of innovative software solutions and deep domain mining expertise. Guided by our underlying principles of mining expertise, innovation and sustainability, we strive to create safer, more efficient and more sustainable operations for our mining customers.

Our focus on providing advanced mining advisory and consulting, enterprise technology and training across the mining lifecycle, enables us to guide customers through the current and emerging challenges the industry faces worldwide. This includes helping them meet the shift in social norms and consumer and investor ESG related expectations.

Please, no agencies or recruiters.

LI-BR1

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