Senior Support Specialist

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Datacor, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

🍽️ Food & Beverage

🏭 Manufacturing

☁️ SaaS

Food & Beverage • Manufacturing • SaaS

Datacor, Inc. is a leading provider of advanced process manufacturing software, offering integrated ERP and CRM solutions to maximize productivity and business growth. Their software solutions cater to the chemical, food & beverage, personal care, industrial, coatings & adhesives, and animal feed & pet food nutrition industries. Datacor provides industry-specific, configurable technology to enhance operational visibility and control, helping businesses manage complex pricing, formulas, and specifications while complying with government regulations. With a strong reputation as industry experts, Datacor is recognized for its robust support during software implementation and ongoing customer collaboration, particularly excelling in chemical distribution software.

📋 Description

• 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