Technical Support 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

About Prometheus Group:

Prometheus Group is a team of self-starters centered on being resourceful, accountable, and results focused. Career progress is based on merit and not years of service or attaining certifications. Our drive and dedication to creating great products for our global customers are at the heart of all we do! In joining Prometheus, you will become a part of the largest global provider of comprehensive enterprise asset management (EAM) software solutions that support the management life cycle for equipment maintenance and operations.

Job Summary:

Technical Support Specialist plays a critical role in the customer life cycle and is responsible for timely responses and resolutions to technical product questions and issues. Technical Support Specialists initiate the troubleshooting process and determine the quickest path to resolution. This includes internal testing, issue replication in internal virtual systems, and identifying tickets that require elevation to advanced technical support teammates. The ideal candidate is highly motivated, positive, organized, possesses strong communication skills, and is eager to work directly with our clients daily in a dynamic, fast-paced environment.

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 corresponding steps, and communicate findings that help Development and Cloud teams to quickly 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 skill and technical issues.
• Assist with internal projects as needed, ie. Creating technical documentation, coordinating maintenance windows, supporting audit efforts, etc...
• Coordinate and manage customer upgrades to new versions of Prometheus Group software.
• Manage custom development work and SOWs.

Qualifications & Skills:

Patience and strong customer relations qualitiesDesire to learn new technologies and conceptsExceptional problem-solving skillsAbility to understand technical processes and terminology to convert into user-friendly languagePassion for working within a team setting as well as independentlyExcellent verbal and written communication skillsCapability to adapt processes and operate under pressureBachelor's degree from an accredited college or universityProfessional experience in a customer or client-facing role is a plusExperience with ERP systems is a plus

Benefits Overview:

We offer an attractive benefits program to meet the diverse needs of our teammates:

• Employee base HSA plan, dental, life and short-term disability coverage 100% paid for by Prometheus Group
• HSA & FSA plan options
• Retirement Savings with Generous Company Match & Immediate Vesting
• Gym membership to O2 Fitness
• Casual dress attire
• Half-Day Fridays
• Generous Paid Time Off
• Company Outings, Trips & Activities

Prometheus Group is proud to be an Equal Employment Opportunity and Aff…