Customer Support Consultant

Customer Support Consultant

RPMGlobal (RPM) is seeking a Customer Support Consultant to provide technical and functional support services for our Mine Planning and Finance Software Solutions. This is a permanent full-time role. While the position is remote, candidates must be based in Guadalajara.

The Customer Support Consultant will be responsible for investigating, troubleshooting, and resolving customer support cases across this product suite. RPM's Mine Planning solutions enable planners to optimise the sequencing of material extraction, helping maximise operational value and efficiency. The Finance suite supports finance professionals in forecasting and modelling future costs and revenues for mining operations.

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 using RPM's Mine Planning or Finance software, or comparable mine planning and scheduling systems, will be highly regarded.

To be considered for this role, please submit your application in English.

Key Responsibilities

• Monitor, prioritise, and respond appropriately to all application support requests.
• Effective communication with customers and colleagues throughout the ticket life-cycle.
• Investigate, diagnose, and resolve software/application issues in a timely manner.
• Manage customer escalations in accordance with agreed SLAs and support agreements.
• Ensure accurate and detailed documentation of incidents, root causes, and resolutions within the ticketing system.
• Proactively identify recurring issues and maintain a central knowledge base of known support issues.
• Maintain compliance with internal processes, quality standards, and security policies.
• Collaborate with global support teams to ensure consistent service delivery across regions.
• Maintain a high level of customer engagement and satisfaction.

About You

• Proven experience in application or software support within a customer-facing environment.
• Strong analytical and problem-solving skills, with the ability to prioritise tasks and effectively diagnose and resolve complex issues.
• Experience with ticketing systems and support documentation (advantageous).
• Strong communication skills to explain technical concepts to end users.
• Collaborative team player with the ability to work effectively across global teams.
• Exposure to the mining industry or mining software would be highly regarded.
• ITIL Certifications and relevant experience would be desirable.
• Fluency in English and Spanish.
• Eligibility to work in Mexico and be based in Guadalajara.

RPMGlobal is the mining industry's leading 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 and more efficient operations for our mining customers.

Our focus on providing advanced mining enterprise technology and training across the mining lifecycle enables us to guide customers through the industry's current and emerging challenges worldwide. This includes helping them meet the shift in social norms and consumer and investor ESG-related expectations.

Please, no agencies or recruiters.