Customer Support Consultant

About This Opportunity

We are representing a confidential mining technology organization in their search for a Customer Support Consultant based in Guadalajara, Mexico. This is a permanent, full-time remote position supporting enterprise planning and financial software solutions used across the global mining industry.

Our client provides advanced software that helps mining operations optimize extraction sequencing, forecast costs, and model operational revenues. As a Customer Support Consultant, you'll serve as a critical technical resource for end users, investigating and resolving support cases while maintaining high levels of customer satisfaction.

Responsibilities

• Monitor, prioritize, and respond to application support requests in a timely manner
• Communicate effectively with customers and internal teams throughout the entire support ticket lifecycle
• Investigate, diagnose, and resolve software and application issues efficiently
• Manage customer escalations in accordance with agreed SLAs and support agreements
• Document incidents, root causes, and resolutions accurately within the ticketing system
• Proactively identify recurring issues and maintain a centralized knowledge base
• Ensure compliance with internal processes, quality standards, and security policies
• Collaborate with global support teams to deliver consistent service across regions
• Maintain high customer engagement and satisfaction levels

What We're Looking For

• Proven experience in application or software support within a customer-facing environment
• Strong analytical and problem-solving skills with the ability to prioritize and diagnose complex issues
• Experience with ticketing systems and support documentation (preferred)
• Excellent communication skills to explain technical concepts clearly to end users
• Collaborative mindset with ability to work effectively across global teams
• Exposure to the mining industry or mining-related software highly regarded
• Prior experience with mine planning, scheduling, or comparable systems strongly preferred
• ITIL certifications and relevant experience desirable
• Fluency in both English and Spanish required
• Must be eligible to work in Mexico and based in Guadalajara

How We Work With You

When you apply through Get A Job.ai, our talent team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication will flow through our recruiting team to ensure a smooth, professional process.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.