Senior Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee strategic support accounts and manage the delivery of projects effectively.

• Serve as the main point of contact for client-submitted cases, ensuring consistent follow-up and communication.

• Identify and resolve client issues while adhering to support KPIs.

• Facilitate help desk partnerships, exchange best practices, and lead client meetings to review cases, trends, training, and optimization opportunities.

• Establish escalation procedures for unresolved matters.

• Track help desk metrics, pinpoint system usage gaps, and implement scalable process enhancements.

• Generate and share reports and dashboards for client evaluation.

• Contribute to both internal and external documentation as well as knowledge bases.

• Engage in and develop training initiatives.

• Act as the Delivery Manager for projects under 20 hours, delegating tasks, monitoring hours, managing scope, and determining costs and efforts.

• Provide weekly project updates to leadership and communicate timelines, risks, contingency plans, status, hours, and follow-up actions to clients.

• Define and refine development enhancement requests and collaborate with various departments.

• Identify potential areas for expansion and innovation within client businesses.

• Meet support KPIs, ensure timely delivery of optimization projects, engage clients, align with executives, share knowledge, document processes, and standardize operations.

⛳️ Requirements

• Bachelor’s degree in Computer Science, IT Management, Manufacturing, Business Administration, or a related field, or equivalent experience.

• 2–3 years of experience with Datacor ERP is required.

• Solid understanding of help desk customer support models.

• Exceptional organizational skills, attention to detail, ability to prioritize, and timely completion of support cases and projects.

• High proficiency in Microsoft Office and other business productivity tools.

• Outstanding verbal and written communication skills, time management abilities, interpersonal skills, and presentation skills.

• Strong commitment to delivering Best-in-Class customer service.

• Process-oriented mindset focused on repeatability and scalability.

• Enthusiasm for data analysis, problem-solving, and fostering continuous improvement.

• Capability to excel in cross-functional, collaborative settings.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career growth.

• Collaborative and dynamic work environment.

• Flexible work arrangements and work-life balance support.