Customer Support Consultant
On-site · Brisbane, Queensland, Australia or Perth, Western Australia, Australia
Job Summary
Customer Support Consultant for RPMGlobal's Mine Planning and Finance software suites. Responsible for investigating, troubleshooting, and resolving customer support cases; monitor, prioritize, and respond to support requests; document incidents and resolutions; maintain a knowledge base; collaborate with global teams to ensure consistent service delivery; excellent communication with customers and colleagues throughout ticket lifecycles; background in applying ITIL practices and familiarity with mining software is desirable. Roles based in Perth or Brisbane in-office with ad hoc work-from-home option; IT/industry experience and ability to explain technical concepts to end users are essential.
Required Qualifications
- Proven experience in application or software support in a customer-facing environment
- Strong analytical and problem-solving skills
- Experience with ticketing systems and support documentation (advantageous)
- Strong communication skills to explain technical concepts to end users
- Collaborative team player with ability to work across global teams
- Exposure to mining industry or mining software would be highly regarded
- ITIL Certifications and relevant experience desirable
- Must have the legal right to work in Australia
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