ERP Technical Support & Liaison Specialist

Prometheus Group; North Carolina; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Employee base HSA plan

Dental

Life and short-term disability

Retirement Savings with generous match

Gym membership

Casual dress attire

Half-Day Fridays

Paid Time Off

Company outings

Job summary

Prometheus Group is seeking a Technical Support Specialist to engage with customers daily, manage tickets, and resolve technical product questions in a dynamic environment.

You will troubleshoot via remote sessions, document findings, and collaborate with Development and Cloud teams to escalate and resolve issues quickly. A customer-centric approach and strong communication are essential.

Qualifications

• Patience and strong customer relations qualities.
• Desire to learn new technologies and concepts.
• Exceptional problem-solving skills.
• Ability to understand technical processes and terminology to convert into user-friendly language.

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 the steps, and communicate findings to help Development and Cloud teams resolve escalations.
• Own being the technical liaison between customers and Development and Cloud teams.
• Keep outstanding customer tickets updated and organized.
• Develop a level of technical and functional SME in assigned products to effectively resolve issues.
• Assist with internal projects such as creating technical documentation, coordinating maintenance windows, supporting audit efforts.
• Coordinate and manage customer upgrades to new versions of Prometheus Group software.

Skills

Patience

Customer relations

Problem solving

Communication skills

Education

Bachelor's degree

Job description

Prometheus Group is seeking a Technical Support Specialist to engage with customers daily, manage tickets, and resolve technical product questions in a dynamic environment.

You will troubleshoot via remote sessions, document findings, and collaborate with Development and Cloud teams to escalate and resolve issues quickly. A customer-centric approach and strong communication are essential.