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Technical Support Specialist
2 months ago
We are a dynamic team of professionals dedicated to delivering exceptional enterprise asset management (EAM) software solutions to our global clients. Our commitment to innovation and customer satisfaction drives our success.
Job SummaryThe Technical Support Specialist plays a critical role in building and maintaining strong relationships with our customers. As the primary point of contact, this individual is responsible for resolving customer inquiries and issues through effective troubleshooting and communication.
Key Responsibilities- Customer Support: Provide timely and accurate responses to customer inquiries via various communication channels.
- Ticket Resolution: Own and resolve customer tickets through thorough troubleshooting, including internal testing and issue replication.
- Technical Liaison: Serve as the technical liaison between customers and development teams, ensuring seamless communication and issue resolution.
- Documentation: Create and maintain technical documentation for new software features and products, ensuring clarity and accuracy.
- Upgrade Coordination: Coordinate and manage customer upgrades to new versions of Prometheus Group software, ensuring a smooth transition.
- Implementation Support: Participate in new customer implementations, providing technical guidance and support.
- Customer Focus: Possess excellent customer relations skills, with the ability to remain patient and composed in high-pressure situations.
- Technical Expertise: Demonstrate a strong understanding of technical processes and terminology, with the ability to communicate complex concepts in a user-friendly manner.
- Problem-Solving: Exhibit exceptional problem-solving skills, with the ability to analyze and resolve complex technical issues.
- Communication: Possess excellent verbal and written communication skills, with the ability to adapt communication styles to suit different audiences.
- Teamwork: Demonstrate a passion for working within a team setting, as well as independently, with the ability to collaborate effectively with cross-functional teams.
- Education: Hold a Bachelor's degree from an accredited college or university.
- Experience: Possess professional experience in a customer or client-facing role, with a strong understanding of ERP systems and technical documentation.
- Comprehensive Benefits Package: Enjoy a competitive benefits program, including employee base HSA plan, dental, life, and short-term disability coverage, as well as HSA and FSA plan options.
- Retirement Savings: Participate in a retirement savings program with a generous company match and immediate vesting.
- Wellness Initiatives: Take advantage of gym membership to O2 Fitness and enjoy a casual dress attire policy.
- Work-Life Balance: Enjoy half-day Fridays and generous paid time off, as well as company outings, trips, and activities.
Prometheus Group is an Equal Employment Opportunity and Affirmative Action employer, committed to diversity and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, or other protected characteristics.
