**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). this is a permanent full-time role based in our barranquilla, colombia, office. 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. **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. - maintain a central knowledge base of known support issues. - maintain a 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. - 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. - dual language (english and spanish) is required. - a curious minds...
**about the role** we are seeking a dynamic and experienced customer support team leader to join our growing team in barranquilla, colombia. as the customer support team leader, you will be responsible for leading a team of customer support consultants, ensuring they deliver outstanding service to our clients. you will play a critical role in maintaining high levels of customer satisfaction, resolving technical issues, and providing strategic support to our valued customers. this role will be a combination of office and remote work and based in our barranquilla operations. **key responsibilities** - lead, mentor, and manage a team of customer support consultants, fostering a positive and productive work environment. - oversee daily operations of the customer support team, including ticket management, performance management, and quality assurance. - ensure team adherence to customer support policies, procedures, and best practices to enhance service delivery. - monitor and analyse support metrics to identify trends and areas for improvement. - collaborate with other departments, including product development, consulting and sales, to ensure a seamless customer experience. - conduct regular training sessions to keep the team updated on product knowledge and customer service skills. - handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution. - prepare and present reports on team performance and customer feedback to senior management. **about you** - bachelor's degree in computer science, information technology, business a...
**about the role** we are seeking a dynamic and experienced customer support team leader to join our growing team in barranquilla, colombia. as the customer support team leader, you will be responsible for leading a team of customer support consultants, ensuring they deliver outstanding service to our clients. you will play a critical role in maintaining high levels of customer satisfaction, resolving technical issues, and providing strategic support to our valued customers. this role will be a combination of office and remote work and based in our barranquilla operations. **key responsibilities** - lead, mentor, and manage a team of customer support consultants, fostering a positive and productive work environment. - oversee daily operations of the customer support team, including ticket management, performance management, and quality assurance. - ensure team adherence to customer support policies, procedures, and best practices to enhance service delivery. - monitor and analyse support metrics to identify trends and areas for improvement. - collaborate with other departments, including product development, consulting and sales, to ensure a seamless customer experience. - conduct regular training sessions to keep the team updated on product knowledge and customer service skills. - handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution. prepare and present reports on team performance and customer feedback to senior management. **about you** - bachelor's degree in computer science, information technology, business admi...
**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). this is a permanent full-time role based in our barranquilla, colombia, office. the role also allows for a flexible hybrid work arrangement. 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. **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. - maintain a central knowledge base of known support issues. maintain a 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. - 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. - dual lang...
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