Senior Support Specialist
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Job Description
Strategic support specialist serving Datacor’s process-manufacturing software clients. Managing enterprise support accounts, help desk partnerships, and small delivery projects.
Responsibilities:
- Manage strategic support accounts and coordinate delivery management for projects
- Act as the primary contact for client-submitted cases, maintaining regular follow-up and communication
- Diagnose and resolve client issues while meeting support KPIs
- Coordinate help desk partnerships, share best practices, and lead client meetings reviewing cases, trends, training, and optimization opportunities
- Develop escalation procedures for unresolved issues
- Monitor help desk metrics, identify system-usage gaps, and implement scalable process improvements
- Create and distribute reports and dashboards for client review
- Contribute to internal and client-facing documentation and knowledge bases
- Participate in and develop training
- Act as Delivery Manager for projects under 20 hours, assigning tasks, tracking hours, managing scope, and defining cost and effort
- Report weekly project updates to leadership and communicate timelines, risks, contingency plans, status, hours, and follow-up actions to customers
- Scope and refine development enhancement requests and collaborate across departments
- Identify potential expansion and innovation opportunities within clients’ businesses
- Achieve support KPIs, on-time optimization-project delivery, client engagement, executive alignment, knowledge sharing, documentation, and process standardization
Requirements:
- Bachelor’s degree in Computer Science, IT Management, Manufacturing, Business Administration, or related field, or equivalent experience
- 2–3 years of Datacor ERP experience required
- Strong understanding of help desk-to-help-desk customer support models
- Strong organizational skills, attention to detail, prioritization, and timely completion of support cases and projects
- High proficiency with Microsoft Office and business productivity tools
- Excellent verbal and written communication, time management, interpersonal, and presentation skills
- Strong desire to provide Best-in-Class customer service
- Process-driven mindset focused on repeatability and scalability
- Passion for analyzing data, solving problems, and driving continuous improvement
- Ability to thrive in cross-functional, collaborative environments
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