Customer Support Consultant

About the Role 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 accura