Customer Service Advocate

1 day ago

Brisbane, Queensland, Australia beBeeSupport Full time $70,000 - $95,000
Technical Support Specialist

We are seeking a Technical Support Specialist to join our team and provide technical support services for our data intelligence platform, MinVu.

The ideal candidate will be responsible for investigating and resolving issues related to MinVu, a mining management software that captures, validates, augments, and normalizes data, optimizing reporting and analytics.

To achieve excellent customer outcomes, the Technical Support Specialist will work directly with end-users of these products and collaborate with various teams across the business.

Candidates with prior experience in RPM's MinVu software will be highly regarded.

Responsibilities:
  • Data analysis and investigation of customer reporting and data sources
  • Effective communication with customers and colleagues throughout the ticket lifecycle
  • Manage customer escalations in accordance with agreed SLAs and support agreements
  • Monitor, prioritize, and respond appropriately to all application support requests
  • Maintain a central knowledge base of known support issues
  • Maintain a high level of customer engagement and satisfaction
About You:
  • Provided customer services that exceed customer expectations
  • SQL Server Management experience, including MSSQL and T-SQL, is favorable
  • Knowledge of data analytic tools, such as Excel and Power BI, would be advantageous
  • Prior experience providing application support would be beneficial
  • Exposure to the mining industry would be highly regarded
  • ITIL Certifications and experience would be highly valued
  • Strong written and verbal command of English
  • Legally entitled to work in Australia
About Our Business:

We are a leading advisory and consulting firm in the mining industry, specializing in enterprise technology and training. With over 50 years of experience, we strive to create safer, more efficient, and more sustainable operations for our mining customers. Our focus is on delivering innovative software solutions and deep domain expertise to guide our customers through current and emerging challenges in the industry.

Our company values innovation, sustainability, and social responsibility. We aim to make a positive impact on the mining industry and contribute to its growth and development.

Please apply if you have the necessary skills and qualifications for this role.

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