About Prometheus Group:
Prometheus Group is a leading global provider of comprehensive and intuitive enterprise asset management (EAM) software solutions that work within ERP systems and span the full work management life cycle for maintenance and operations. Our straightforward functionality, graphical visualization, and simple processes enable customers to increase productivity, ensure safety, reduce costs, and improve reporting…
About the role:
In this role you will support our products for global customers by interfacing with them via our web portal, video/tele-conference, and email. Taking ownership of product issues and working towards resolution by researching the topic, reproducing, and troubleshooting the issue and interfacing/escalating with development staff if required. Reporting to management on a regular basis on performance of the support operations, our Support Specialists also work closely with our Development, Product Management, and Infrastructure teams to ensure outstanding service and support to our customers and partners.
Responsibilities:
* Retain ownership of customer issue from creation to closure.
* Assign appropriate issue priority and accurately differentiate between faults and feature requests.
* Escalate product issues and collaborate with other teams if required to resolve the problem.
* Ensure customer profiles are up to date.
* Ensure customers continue to derive maximum value from their product deployment by recommending ongoing services such as training and upgrade assistance.
* Conduct periodic issue reviews with customers.
As an international business we occasionally assist some of our customers that are in different time zones. These are always planned ahead with the support of our management team.
About You
* Experience in Application or Hardware support role.
* Experience with SQL queries.
* Working knowledge of the Windows operating systems and computing peripherals such as printer troubleshooting etc.
* Strong customer advocacy and relationship building skills.
* Excellent verbal & written communication.
* Excellent trouble-shooting skills.
* People management skills.
Why Prometheus Group?
We are a fun-loving, hard-working group of people who enjoy winning as a team We create enterprise application software that improves the safety and efficiency of enterprise plant maintenance. We listen to our customers and develop our tools alongside them to make sure we have products that make their lives better.
Aside from being passionate about customers and tech, there are tons of reasons to be a part of a high growth, international software company. You get to work alongside a group of fun-loving, hard-working people who enjoy winning as a team A few other perks of joining a magical team:
* Excellent Working Environment
* Training and Career progression
* A Modern office with a view (and free drinks and snacks)
* Casual Dress Code
* Beer & Pizza Thursdays
* Half-day Fridays (because who doesn't love a long weekend...EVERY weekend)
* Reimbursements for your Gym Membership AND Health Insurance
* Company Outings, Trips & Events/Activities
Join one of the fastest growing tech companies We are an equal opportunity employer and believe in welcoming people of different backgrounds, experiences, abilities, and perspectives; it is what makes Prometheus Group stronger.
Eligibility
Australian Citizen / or Permanent resident status is essential for this role.