Support Consultant
RPMGlobal is currently seeking an experienced Support Consultant with a background in the mining industry to provide 1st and 2nd level product support
Summary about this job
Help Desk & IT Support
Company: RPMGlobal
Location: Brisbane
Work type: Full Time
Salary: n\a
Phone: +61-2-3327-1191
Fax: +61-3-2293-9775
E-mail: n\a
Site: n\a
Detail information about job Support Consultant. Terms and conditions vacancy
About the Role
RPMGlobal is currently seeking an experienced Support Consultant to provide 1st and 2nd level product support with a background in the mining industry to support our world class mining software. The Support Consultant will be responsible for managing and resolving RPM Product support cases. To achieve customer outcomes, the Support Consultant will be required to work with different product teams across the business.
This role requires a working knowledge of mining engineering techniques as well as the ability to provide excellent customer service. This role is based out of RPMGlobal headquarters in the Brisbane CBD.
Key Responsibilities
- Provide expertise and technical support, based on solid mining industry knowledge, to end-users for software-related issues, model & scripting issues, licensing issues & software installations.
- Resolve technical issues through to completion or escalation.
- Ensure customers’ Service Level Agreement (SLA) targets are met.
- Maintain customer records, including customer movements, licensing and configuration information.
- Identify and capture knowledge from cases for inclusion in the solutions database.
- Identify application support trends and recommend remedial actions.
- Liaise with 3rd party software vendors regarding software issues.
- Monitor, prioritise and respond appropriately to all application support requests received.
- Maintain high level of customer engagement and satisfaction.
About You
- Tertiary qualifications in Mining Engineering or Information Technology.
- 5 years’ experience supporting Enterprise software.
- Experience providing level 1 & level 2 support against defined SLAs.
- The ability to build excellent customer relationships.
- Extensive mining industry and/or mining software experience.
- Exposure to RPMs Product Suite would be highly advantageous.
- Experience in the mining industry would be highly regarded.
- Must have the right to legally work in Australia.
About RPM
RPMGlobal is the mining industry's leading enterprise technology, advisory and training provider.
We are the market leader in enterprise solutions from mine planning to execution. We have the most advanced scheduling tools in the industry along with leading simulation, costing and execution solutions in both production and maintenance all built on the industry's only Enterprise Planning Framework (EPF).
Our global Advisory Team are the trusted advisors the mining industry turns to. We deliver impartial, expert advice during a mine's lifecycle from exploration to mine closure including project feasibility and funding, as well as mine development and operations.
Please, no agencies or recruiters.