Customer Support (Asset Management) at RPMGlobal

About The Role

RPM is seeking an experienced Customer Support Consultant to provide first level technical and functional support services for our Asset Management Software Solutions (AMT and IMAFS). The role will be based in Johannesburg. The Customer Support Consultant will be responsible for investigating and resolving AMT and IMAFS support cases. AMT focuses on effective planning of maintenance activities for mining equipment. IMAFS is a cloud-based inventory management and forecasting solution.

To achieve excellent customer outcomes, the 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 AMT or IMAFS software (or other CMMS systems), will be highly regarded.

Key Responsibilities

• Communicate effectively with customers and colleagues throughout the incident life-cycle.
• Manage customer support through regular client communication.
• 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 high level of customer engagement and satisfaction.

About You

• Provided support services that exceed customer expectations.
• Experience supporting Enterprise software in a service desk environment is beneficial.
• Prior experience with AMT or IMAFS is advantageous.
• CMMS experience would be highly regarded.
• SQL Server Management experience including MSSQL and T-SQL is favourable.
• ITIL Certifications and experience preferable.
• Exposure to the mining industry would be highly regarded.
• Duel language (English / Spanish / French) is preferable