Support Consultant at RPMGlobal

Job description

RPM is seeking an experienced Support Consultant to provide exceptional customer support management in our Centurion, Johannesburg location. The Support Consultant will be responsible for providing 1st and 2 nd level support desk services, primarily for the RPM Asset Management suite. The role will also be required to support, train and act as a liaison with existing clients. We operate offices in 18 locations across 12 countries.

The role will supply support services to the Africa region and will be responsible for ensuring that support issues are resolved within the defined client Service Level Agreements (SLAs).

Key Responsibilities

• Provide support desk services for solutions based on AMT Software for clients.
• Ensure that customer support requests are resolved within defined SLAs.
• Deliver software training, support and client liaison for existing clients.
• Provide input into the future direction of RPM software products and consulting services.
• Communicate fully and effectively with colleagues throughout the incident life-cycle.
• Identify application support trends and recommend remedial actions.
• Monitor, prioritise and respond appropriately to all application support requests received.
• Maintain high level of customer engagement and satisfaction.

About You

• 3 years experience supporting Enterprise software.
• ITIL Certifications and experience would be highly regarded.
• Experience managing the delivery of services and the measurement of service provision against defined SLAs.
• The ability to build excellent customer relationships.
• Exposure to the AMT Asset Management suite or equivalent experience.
• Exposure to the mining industry would be highly regarded.

RPM’s mission and goals are underpinned by core values which are embedded in everything we do. Positive work behaviours aligned with our core values enable us to be an effective, productive and competitive business.

RPM fosters a work/life balance approach to the workforce and recognises the skills and abilities of all staff by encouraging promotion from within.