Bilingual Customer Support Representative

  • 1101 Haynes St, Raleigh, NC 27604, USA
  • Full-time

Company Description

Job Summary
The role of the Multilingual Technical Consultant is to provide technical and functional expertise to customers via onsite training, software implementations, and ongoing customer support. This role allows for end to end interaction, from demonstrations to prospects, implementations and onsite training for new customers, and customer support after customers go live with Prometheus software.

Responsibilities
•    Establish a solid working relationship with each customer so the customer feels comfortable being honest and forthcoming with all issues they encounter in their interactions with Prometheus Group
•    Demonstrate Prometheus Group solutions via online meetings, onsite visits, webinars, and trade shows
•    Work with clients' cross-functional teams in managing large international accounts
•    Help potential customers understand technical aspects of Prometheus Group products and standard SAP
•    Conduct end user training for both customers and software trials
•    Assist in new customer implementations and manage client program updates
•    Train end users and super users on Prometheus software and functionality on multi-day engagements
•    Propose business process and system configuration changes to customers
•    Create custom documentation outlining details of site visits and recommendations
•    Provide expertise on business process and workflow, and indicate how Prometheus Group solutions can assist with this
•    Assist with tailoring customer business processes via SAP and Prometheus program configuration
•    Manage customer trials, which includes process consulting and software implementation
•    Contribute to the long-term strategy of our product offerings by identifying client's current and future needs
•    Create functional and technical documentation for new products to support
•    Troubleshoot customer issues via online meetings, email, phone calls and working in cloud SAP systems while maintaining thorough documentation on each customer issue
•    Assess business impacts of customer issues so they can be prioritized accordingly
•    Use Team Support internal ticketing system to track new feature requests, issue statuses, and resolution
•    Collaborate with professional services, development, and sales for escalation of issues

Skills and Experience
•    Bachelor’s degree from an accredited college or university
•    0-3 years of professional experience in a customer- or client-facing role
•    Excellent written and verbal communication skills
•    Experience in software support is a plus
•    Fluency in English
•    Fluency in Spanish or Portuguese is required
•    Self-motivated and able to work independently, as well as in teams
•    Ability to travel less than 20%
•    Must be comfortable speaking in front of large crowds
•    Ability to learn quickly through on-the-job training

Additional Information

All your information will be kept confidential according to EEO guidelines.

To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status.