1. Customer Technical Support
This role is responsible for providing both internal and external stakeholders with
technical support by identifying, investigating and resolving any issues relating to
RealityMine products
Key Responsibilities
 Assist and support internal customers with project management and
deployment. Ensuring projects are executed in line with the process as
documented in the Integrated Management System.
 Provide technical support to the panel support team and escalate any issues
arising to the relevant engineering team.
 Provide technical support to customers on installations, usage, and
maintenance of company products
 Monitor and analyse internal systems to identify common trends and possible
underlying issues
 Contribute to the continuous improvement of RealityMine processes and
procedures by
o Investigating issues with relevant stakeholders, implementing
corrective actions and documenting results on our customer service
platform
o Creating and maintaining technical documents and training materials
 Timely reporting of progress to all relevant stakeholders
Skills & Experience Required
Essential
 Excellent communication, organisation and time management skills.
 Analytical and problem solving skills
 Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad
range of problems
 Customer service skills – ability to deal with customers in a calm, positive and
professional manner
 Technical skills – as a minimum, experience of using Microsoft Office.
Comfortable in using bespoke, company specific operating systems
 Minimum 1 years previous experience is a helpdesk/technical support role
Preferable
 Customer facing experience