Senior Support Specialist

The Role:

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. This includes sharing best practices and providing mutual support for complex issues. 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, ensuring that internal and client teams know the process and can act quickly to resolve critical problems. 
• Monitor and improve help desk performance: Review help desk metrics and performance indicators regularly to identify areas for improvement and implement strategies to enhance overall support quality. Identify gaps in system usage and propose scalable, process-driven solutions. Create and distribute regular reports and dashboards for client review. 
• Follow best practices for Knowledge Management. Contribute to both internal and client-facing documentation and knowledge bases. Participate in and develop training for continued learning and growth. 

Enhanced Care Services 

• Act as Delivery Manager for projects estimated under 20 hours, ensuring tasks are assigned to appropriate project managers, hours are tracked, and staying within scope. Provide definitions of cost and effort for projects. 
• Monitor and communicate project status updates: Report weekly updates to leadership. Document timelines, risks, and contingency plans to keep projects on track. During regularly scheduled meetings, provide updates on hours used, project status, risks, and follow-up actions to the customer. 
• Be an Advocate for your customer: Scope and refine requests for development enhancements. Collaborate with various departments to ensure project success. 
• Be an Advocate for Datacor: Spot potential areas for expansion and innovation within clients' businesses. 

Success Metrics:

• Standard Support KPIs: Response, Communication, Resolution time, Backlog/Aged Backlog, Customer Satisfaction, and other project measurements as needed. 
• On-time delivery for optimization projects. 
• Client engagement and executive alignment across support and services projects. 
• Internal contribution to knowledge sharing, documentation, and process standardization. 

Qualifications:

• Bachelor’s degree in Computer Science, IT Management, Manufacturing, Business Administration, or related field (or equivalent experience). 
• 2–3 years of 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.