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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.\nJob Summary:\nTechnical 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.\nResponsibilities:\nAssist customers by answering questions via ticketing system, email, and phone.\nResolve customer tickets through troubleshooting over remote screen-share meetings.\nReproduce customer issues, detail the corresponding steps, and communicate findings that help Development and Cloud teams to quickly resolve escalations.\nOwn being the technical liaison between customers and Development and Cloud teams.\nKeep outstanding customer tickets updated and organized.\nDevelop a level of technical and functional SME in assigned products to effectively resolve skill and technical issues.\nAssist with internal projects as needed, ie. Creating technical documentation, coordinating maintenance windows, supporting audit efforts, etc...\nCoordinate and manage customer upgrades to new versions of Prometheus Group software.\nManage custom development work and SOWs.\nQualifications & Skills:\nBilinugal in English and Spanish\nPatience and strong customer relations qualities\nDesire to learn new technologies and concepts\nExceptional problem-solving skills\nAbility to understand technical processes and terminology to convert into user-friendly language\nPassion for working within a team setting as well as independently\nExcellent verbal and written communication skills\nCapability to adapt processes and operate under pressure\nBachelor's degree from an accredited college or university\nProfessional experience in a customer or client-facing role is a plus\nExperience with ERP systems is a plus\nBenefits Overview:\nWe offer an attractive benefits program to meet the diverse needs of our teammates:\nEmployee base HSA plan, dental, life and short-term disability coverage 100% paid for by Prometheus Group\nHSA & FSA plan options\nRetirement Savings with Generous Company Match & Immediate Vesting\nGym membership to O2 Fitness\nCasual dress attire\nHalf-Day Fridays\nGenerous Paid Time Off\nCompany Outings, Trips & Activities\nPrometheus Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. 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