Bilingual Technical Support Specialist (EN/ES)

Prometheus Group

Raleigh (NC)

On-site

USD 48,000 - 60,000

Full time

14 days+

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Job summary

Prometheus Group in Raleigh, NC is seeking a Technical Support Specialist to join our client-focused team. You will respond to product questions, perform troubleshooting, and coordinate with Development and Cloud teams to resolve escalations.

The role requires clear communication in English and Spanish, patience, and the ability to translate technical concepts into user-friendly guidance. You will build SME knowledge of our ERP-related software and support upgrades.

Qualifications

Bilingual in English and Spanish.
Patience and strong customer relations qualities.
Desire to learn new technologies.
Exceptional problem-solving skills.
Ability to translate technical processes into user-friendly language.
Team player who can work independently.
Excellent verbal and written communication skills.
Ability to adapt under pressure.
Experience in customer-facing roles is a plus.
Experience with ERP systems is a plus.

Responsibilities

Assist customers by answering questions via ticketing system, email, and phone.
Resolve customer tickets through troubleshooting over remote screen-share meetings.
Reproduce customer issues, detail steps, and communicate findings to resolve escalations.
Serve as the technical liaison between customers and Development and Cloud teams.
Keep outstanding customer tickets updated and organized.
Develop SME in assigned products to resolve issues.
Assist with internal projects, e.g., creating technical documentation and coordinating maintenance windows.
Coordinate and manage customer upgrades to new versions.
Manage custom development work and SOWs.