Technical Support Specialist

Job Summary
The Software Support Specialist builds and maintains strong relationships with our customers and is the first point of contact for any questions or concerns. Software Support Specialists own support tickets and take them to resolution through troubleshooting steps. Technical troubleshooting 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, and eager to work directly with our clients daily in a dynamic, fast-paced environment.
Responsibilities
Assist customers by answering questions via email and phone.
Resolve customer tickets through troubleshooting over remote screen-share meetings
Reproduce customer cases, detail the corresponding steps, and communicate tickets to development teams.
Take ownership of acting as the technical liaison 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.
Qualifications & 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

Please refer the Job description for details