Customer Support Consultant

🔥 6 hours ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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RPMGlobal

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

Consulting • Logistics • Mining

RPMGlobal is a leading provider of software, advisory, and training solutions for the mining industry, with over 50 years of experience in advancing mining operations. The company offers a wide range of services including technological innovations that assist with mine design, scheduling, simulation, operations, and asset management. RPMGlobal is dedicated to fostering sustainability and efficiency in mining, helping organizations navigate challenges from exploration to mine closure, while delivering educational training tailored to the needs of mining professionals.

📋 Description

• Monitor, prioritise, and respond appropriately to application support requests • Communicate effectively with customers and colleagues throughout the ticket life-cycle • Investigate, diagnose, and resolve software and application issues in a timely manner • Manage customer escalations according to agreed SLAs and support agreements • Document incidents, root causes, and resolutions accurately in the ticketing system • Identify recurring issues proactively and maintain a central knowledge base • Maintain compliance with internal processes, quality standards, and security policies • Collaborate with global support teams to ensure consistent service delivery across regions • Maintain high customer engagement and satisfaction

🎯 Requirements

• Proven experience in application or software support within a customer-facing environment • Strong analytical and problem-solving skills • Ability to prioritise tasks and diagnose and resolve complex issues • Experience with ticketing systems and support documentation (advantageous) • Strong communication skills to explain technical concepts to end users • Ability to collaborate 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 • Must be based in Guadalajara, Jalisco, Mexico • Application must be submitted in English

🏖️ Benefits

• Permanent full-time employment • Remote work arrangement • Opportunity to work with global support teams • Exposure to innovative mining software solutions • Professional experience in mining industry technology and training