Customer Support Consultant

3 days ago

Brisbane, Queensland, Australia RPMGlobal Full time $80,000 - $120,000 per year

About the Role

RPMGlobal is seeking a Customer Support Consultant to provide technical and functional support services for our data intelligence platform, MinVu. This is a permanent full-time role based in our Brisbane CBD headquarters.

The Customer Support Consultant will be responsible for investigating and resolving issues for our MinVu product. MinVu is mining management software that captures, validates, augments and normalises data, optimising reporting and analytics.

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

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

Key Responsibilities

  • Data analysis and investigation of customer reporting and data sources
  • Effective communication with customers and colleagues throughout the ticket life-cycle.
  • Manage customer escalations in accordance with agreed SLAs and support agreements.
  • Monitor, prioritise 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 favourable.
  • Knowledge of data analytic tools such as Excel, Power BI etc
  • Prior experience providing application support would be advantageous.
  • Exposure to the mining industry would be highly regarded.
  • ITIL Certifications and experience would be highly regarded.
  • Strong written and verbal command of English.
  • Legally entitled to work in Australia.

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.

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