Tech Support Specialist

  • 4601 Six Forks Rd, Raleigh, NC 27609, USA
  • Full-time

Company Description

Prometheus Group consists of a great group of fun-loving, hard-working people that create and support enterprise software. Our suite of software products simplifies the usability of SAP plant maintenance by replacing manual and time-consuming processes. We listen to our customers and develop our tools alongside them to make sure we have products that make their lives better.  We help them achieve significant ROI through cost savings, increased productivity and reporting!

Job Description

Job Summary

The Technical Support Specialist builds and maintains strong relationships with our customers and acts as the first point of contact when assistance is required. Ideal candidate is highly motivated, positive, organized, and eager to work directly with our clients daily in a fast-paced environment. 

Responsibilities

  • Assist customers by answering questions via email and occasionally the phone 
  • Resolve customer tickets through troubleshooting over remote screen-share meeting 
  • Reproduce customer cases, detail the corresponding steps, and communicate tickets to development teams
  • Take ownership of acting as the technical liason between customers and development teams
  • Keep outstanding customer cases updated and organized
  • Maintain an understanding of SAP PM and Prometheus Group software 
  • Create and maintain technical documentation for new software features and products 
  • Coordinate and manage customer upgrades to new versions of Prometheus Group software 
  • Participate in new customer implementations  

Skills and 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
  • Passion to work 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 accredited college or university 
  • Professional experience in a customer or client-facing role is a plus
  • Experience with ERP systems is a plus 

 

Career Tracks

Technical Team Lead

Project Manager

Implementation Manager

Implementation & Support Manager

Additional Information

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