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:
Technical 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.
Responsibilities:
- Assist customers by answering questions via ticketing system, email, and phone.
- Resolve customer tickets through troubleshooting over remote screen-share meetings.
- Reproduce customer issues, detail the corresponding steps, and communicate findings that help Development and Cloud teams to quickly resolve escalations.
- Own being the technical liaison between customers and Development and Cloud teams.
- Keep outstanding customer tickets updated and organized.
- Develop a level of technical and functional SME in assigned products to effectively resolve skill and technical issues.
- Assist with internal projects as needed, ie. Creating technical documentation, coordinating maintenance windows, supporting audit efforts, etc...
- Coordinate and manage customer upgrades to new versions of Prometheus Group software.
- Manage custom development work and SOWs.
Qualifications & Skills:
- Bilinugal in English and Spanish
- 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
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
- 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.
Skills Required
- Bilingual proficiency in English and Spanish
- Patience and strong customer relations skills
- Desire to learn new technologies and concepts
- Exceptional problem-solving skills
- Ability to understand technical processes and terminology and explain them in user-friendly language
- Ability to work both collaboratively and independently
- Excellent verbal and written communication skills
- Ability to adapt processes and work under pressure
- Bachelor's degree from an accredited college or university
- Professional experience in a customer- or client-facing role
- Experience with ERP systems
Prometheus Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Prometheus Group and has not been reviewed or approved by Prometheus Group.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, with medical, dental, and vision starting on day one and multiple plan options referenced. Mental-health support and wellness add-ons such as gym access are repeatedly presented as meaningful parts of the package.
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Retirement Support — Retirement benefits are consistently included as a core element, including a 401(k) with a company match. The retirement plan is framed as a valued component of the overall rewards offering.
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Wellbeing & Lifestyle Benefits — Lifestyle perks are prominent, including free gym membership, snacks, social events, and occasional schedule-related perks such as half-day Fridays. These benefits can enhance perceived total rewards for people who value office-based culture and amenities.
Prometheus Group Insights
What We Do
Prometheus Group enables unified enterprise asset optimization through an integrated approach to planning, scheduling, work management, and business analytics across routine and preventive maintenance, shutdowns/turnarounds, and production scheduling. Unlike the competition, Prometheus packaged software is easy to use, can be implemented in weeks, and allows a business to quickly improve operational efficiency and the effectiveness of work processes to gain competitive advantage. For more information, visit www.prometheusgroup.com.
