Technical Support Specialist

1 semana atrás


São Paulo Brazil, BR Prometheus Group Tempo inteiro

About Prometheus Group

Prometheus Group is a team of self-starters centered on being resourceful, accountable, and results-focused. 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.


Job Summary

The Software Support Specialist builds and maintains strong relationships with our customers and acts as the first point of contact when assistance is required. This Specialist will primarily work with customers in our Latin America region; candidates must be fluent in Portuguese and English. In addition, our 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
  • Keep outstanding customer cases updated and organized
  • Maintain an understanding of SAP 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


Qualifications

  • Strong focus on customer satisfaction and ability to build relationships with clients.
  • Adaptability to new emerging technologies, processes and manufacturing industry trends.
  • Exceptional problem-solving and critical-thinking 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
  • Ability to manage multiple tasks, prioritize issues effectively in a fast-paced environment, results-driven.
  • Excellent verbal and written communication skills in both Portuguese and English
  • Capability to operate under pressure, attention to detail
  • Bachelor's degree from accredited college or university
  • Experience with SAP or Maximo ERP systems
  • Experience with SAP PM is a plus
  • Must be fluent in English and Portuguese
  • Professional experience in a customer or client-facing role is a plus
  • Experience with a LATAM customer-facing role is a plus


Benefits Overview

We offer an attractive benefits program to meet the diverse needs of our teammates:

  • Employee base HSA plan, dental, life and short-term disability coverage 100% paid for by Prometheus Group
  • Paid parental leave
  • HSA & FSA plan options
  • Retirement Savings with Generous Company Match & Immediate Vesting
  • Gym membership to O2 Fitness
  • Casual dress attire
  • Half-Day Fridays
  • Generous Paid Time Off
  • Company Outings, Trips & Activities


Prometheus Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.



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