[Hiring] Senior Support Specialist @Datacor

Role Description

We are seeking a talented and driven individual to join our team as a Strategy Support Specialist. In this role, you will manage strategic support accounts and coordinate delivery management for various projects. You will work closely with clients to understand their needs, develop tailored support strategies, and ensure the successful execution of projects. Your ability to build strong relationships with clients and internal stakeholders will be crucial in driving customer satisfaction and project success. You will also monitor project progress, identify potential risks, and implement solutions to keep projects on track.

As a Strategic Support Specialist, you will be crucial in providing strategic support to our clients, ensuring they receive the highest level of service and expertise. This role involves working closely with various departments to deliver tailored solutions that align with and enhance our clients' operational efficiency and strategic goals. Your expertise will help us achieve our goals of improving customer engagement and operational efficiency.

If you are a strategic thinker passionate about delivering exceptional support and driving project success, we want you on our team.

Responsibilities

• Strategic Account Support
  • Build strong relationships by acting as the main point of contact for all client-submitted cases. Ensure regular follow-up and continuous communication.
  • Provide the highest level of support by quickly diagnosing and resolving client issues. Ensure KPIs are being met regularly.
  • Establish a help desk to help desk partnership: Coordinate with the client's help desk team to ensure seamless communication and collaboration.
  • Schedule and lead regular meetings with the client to review open cases, trends in cases, and opportunities for training and optimization.
  • Develop escalation procedures: Create clear escalation paths for unresolved issues.
  • Monitor and improve help desk performance: Review help desk metrics and performance indicators regularly.
  • Identify gaps in system usage and propose scalable, process-driven solutions.
  • Follow best practices for Knowledge Management.
• Enhanced Care Services
  • Act as Delivery Manager for projects estimated under 20 hours.
  • Provide definitions of cost and effort for projects.
  • Monitor and communicate project status updates: Report weekly updates to leadership.
  • Be an Advocate for your customer: Scope and refine requests for development enhancements.
  • Be an Advocate for Datacor: Spot potential areas for expansion and innovation within clients' businesses.

Qualifications

• 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 and the 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.

EOE Statement

Datacor is an Equal Opportunity Employer and does not discriminate on the basis or race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

Use of AI During Interviews

At Datacor, we value thoughtful problem-solving and authentic perspectives. To ensure a fair and consistent evaluation process, we ask that candidates do not use generative AI tools or outside assistance during live interviews unless explicitly stated otherwise. We're interested in hearing your experience, your approach, and how you think through challenges.