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Datacor, Inc. · 2 days ago

Senior Strategic Support Specialist

United States

Full-time

Remote

Mid, Senior Level

2+ years exp

Datacor is the leading provider of software solutions for the process manufacturing space. The Senior Strategic Support Specialist will manage strategic support accounts, coordinate delivery management for various projects, and ensure the successful execution of tailored support strategies for clients.

ManufacturingSoftware

Culture & Values

H1B Sponsor Likely

Responsibilities

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

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

Qualification

Datacor ERPHelp desk supportMicrosoft OfficeProcess-driven mindsetData analysisOrganizational skillsCommunication skillsTime managementInterpersonal skillsPresentation skills

Required

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

Company

Datacor, Inc.

Datacor is a leading provider of industry-specific solutions that help process manufacturers, chemical distributors, and engineers grow, run, and elevate their business.

Founded in 1981

Florham Park, New Jersey, USA

201-500 employees

http://www.datacor.com

H1B Sponsorship

Datacor, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (6)

2022 (1)