Senior Support Specialist

New

DatacorSoftware solutions, Process manufacturing

Remote, USFull-TimeSenior

Salary not disclosed

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Job Details

Experience: 2–3 years of Datacor ERP experience required
Required Skills: Project ManagementData AnalysisMicrosoft OfficeProcess improvementCustomer support

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 models of customer support.
Strong organizational skills with attention to detail.
Ability to prioritize and complete support cases and projects on time.
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.

Build strong relationships by acting as the main point of contact for all client-submitted cases and ensure regular communication.
Provide high-level support by diagnosing and resolving client issues while meeting established KPIs.
Partner with client help desk teams to share best practices and provide mutual support.
Schedule and lead regular meetings to review open cases, trends, and optimization opportunities.
Monitor help desk metrics, identify gaps, and implement scalable, process-driven solutions.
Act as Delivery Manager for small-scale projects, defining costs and effort while tracking hours.
Communicate project status, timelines, and risks to both internal leadership and customers.
Contribute to knowledge management by developing documentation and training materials.

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