Customer Support Consultant

3 hours ago

Brisbane, Australia RPMGlobal Full time

**About the Role**

RPMGlobal is seeking an experienced Customer Support Consultant to provide customer support management in our Brisbane CBD, headquarters.

The Customer Support Consultant will be responsible for managing and resolving AMT Asset Management support cases as well as SLA reporting and stakeholder management. The AMT product focuses on the management of mobile fleet equipment in the mining industry. To achieve excellent customer outcomes, the Support Consultant, will be required to work with different teams across the business.

This role is primarily remote with the requirement to attend the RPM Brisbane office regularly.

**Key Responsibilities**
- Communicate fully and effectively with colleagues throughout the incident life-cycle.
- Manage customer support through regular client communication.
- Manage customer escalations in accordance with agreed SLAs and support agreements.
- Liaise with 3rd party software vendors regarding software issues.
- Maintain a central knowledgebase of known support issues.
- Maintain high level of customer engagement and satisfaction.

**About You**
- Experience supporting Enterprise software.
- SQL Server Management experience including MSSQL and T-SQL is highly advantageous
- CMMS experience would be highly regarded.
- ITIL Certifications and experience.
- A proven track record of managing direct reports in a service desk environment.
- The ability to build excellent customer relationships.
- Exposure to the mining industry would be highly regarded.

**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.

LI-BR1

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