About the Role
We are seeking a dynamic and experienced Customer Support Team Leader to join our growing team in Centurion, South Africa. 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.
The Customer Support Team Leader will have experience in application support in the mining industry and a proven history of driving a high performing, customer-centric team culture. To achieve excellent customer outcomes, the Team Leader will be required to work directly with end users of these products and with various teams across our global business.
Candidates with prior experience in RPM's software or mining software applications will be highly regarded.
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.
Provide technical assistance and support for software applications, resolving customer issues efficiently and effectively.
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 Administration, or a related field.
Strong ability to communicate in both written and spoken format in English & Spanish is required.
3 years + experience in customer support, with at least 1 year in a leadership role.
Strong technical knowledge of software applications and troubleshooting.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
Proven ability to lead and motivate a team in a fast-paced environment.
Strong problem-solving skills and a customer-centric approach.
Ability to proactively take ownership of tasks and drive them to successful completion.
Familiarity with ticket management software.
ITIL certification and experience preferable. Exposure to the mining industry would be highly regarded.
About RPM
RPMGlobal is the mining industry's leading advisory and consulting, enterprise technology, and training provider and has been at the forefront of change and innovation in the mining industry for over 50 years.
We advance the mining industry toward a safer, more efficient, and more sustainable future through the delivery of innovative software solutions and deep domain mining expertise. Guided by our underlying principles of mining expertise, innovation, and sustainability, we strive to create safer, more efficient, and more sustainable operations for our mining customers.
Our focus on providing advanced mining advisory and consulting, enterprise technology, and training across the mining lifecycle enables us to guide customers through the current and emerging challenges the industry faces worldwide. This includes helping them meet the shift in social norms and consumer and investor ESG-related expectations.
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