Technical Support Specialist

Prometheus Group; Raleigh (NC); On-site; USD 48,000 - 60,000; Full time

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.

Skills

Bilingual in English and Spanish

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:

• Bilinugal in English and Spanish
• 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
• Passion for working within a team setting as well as independently
• Excellent verbal and written communication skills
• Capability to adapt processes and operate under pressure
• Bachelor's degree from an accredited college or university
• Professional experience in a customer or client-facing role is a plus
• Experience 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 Affimative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.