Technical Support Specialist

Summary

Prometheus Group is the largest global provider of comprehensive enterprise asset management (EAM) software solutions. The Technical Support Specialist plays a critical role in the customer life cycle by responding to technical product questions and issues, initiating troubleshooting processes, and serving as a liaison between customers and technical teams.

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

Skills

• 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

Qualifications

Must Haves

• 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

Nice to Haves

• Professional experience in a customer or client-facing role is a plus
• Experience with ERP systems is a plus

Benefits

• 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