Senior Support Specialist
RemoteUnited States
Job Summary
Manage strategic support accounts and coordinate delivery for projects under 20 hours by acting as the main point of contact for client cases. Diagnose and resolve issues quickly while establishing help desk partnerships to ensure seamless communication and collaboration. Develop escalation procedures for unresolved problems and monitor help desk performance through regular metrics reviews and reporting. Act as a delivery manager, tracking hours, defining cost and effort, and providing weekly status updates to leadership and customers. Collaborate with internal stakeholders to refine development requests, advocate for client expansion, and contribute to knowledge management and training initiatives.
Required 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
- 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
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