Product Support Specialist

About Us:  

Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems.  

We are enthusiastic about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications.  

The Role:  

As a Product Support Specialist for the Datacor ERP software, your primary role will involve assisting clients with the support, maintenance, and troubleshooting of the ERP system. You will collaborate closely with customers to understand their business requirements in order to provide application expertise and guidance. You will play a vital and critical role in ensuring the smooth operation and effective utilization of the ERP system for clients, while providing excellent customer service. You will also collaborate closely with cross-functional teams, including our implementation teams, developers, and customer support representatives.   

Responsibilities:  

• Providing ongoing support to clients by addressing their inquiries, concerns, or requests related to the ERP software. This may include answering questions about specific features, guiding users through complex processes, or troubleshooting system errors. This could also involve investigating problems, analyzing data discrepancies, and working with our support teams or developers to identify and implement solutions.  
• Educating end-users on system functionality and how to effectively use the ERP software, including demonstrating key features and providing guidance on best practices.  
• Identifying and addressing the root causes of recurring incidents by employing problem management techniques. Collaborating with other teams to investigate underlying issues, conducting trend analysis, and implementing preventive measures to minimize future incidents.  
• Assisting clients with software upgrades and ensuring compatibility as well as monitoring and maintaining system audits.  
• Assisting with the planning and coordination of software customizations. Ensuring proper change request documentation, impact analysis, and effective communication to stakeholders.  
• Documenting support tickets, resolutions, and knowledge base articles to build a comprehensive support repository. 
• Actively participating in process reviews and suggesting improvements to enhance service quality, efficiency, and customer satisfaction. Contributing to service improvement initiatives based on ITIL principles and industry best practices.  
• Maintaining effective communication with customers and keeping them informed on the status of their incidents, service requests, and changes. Providing clear and timely updates on resolutions, workarounds, and any anticipated impacts.  

Qualifications:  

• Bachelor's degree in a relevant field such as computer science, Accounting or a related discipline is preferred. However, equivalent work experience can also be considered.  
• Demonstrated proficiency in a specific software or technology stack that represented a consulting role. This may include knowledge of ERP systems, accounting software, database management (specifically MS Access) or other relevant technologies.  
• Strong problem-solving abilities to analyze issues, identify root causes, and develop effective solutions.   
• Excellent customer service skills. Patience, empathy, and the ability to explain complex application and technical concepts clearly are important attributes.  
• Strong analytical mindset, with the ability to analyze data, identify patterns, and make data-driven decisions. 
• Ability to adapt to new software versions, updates, or technologies, willingness to learn, and proactive in acquiring new skills and knowledge as technology is constantly evolving.  
• Ability to collaborate effectively, share knowledge, and work well in a team environment.  
• Ability to effectively manage time and prioritize, including managing workloads, meeting deadlines, and prioritizing critical issues appropriately.  
• Strong documentation skills to accurately record support tickets, resolutions, and knowledge base articles.  
• Experience with Salesforce Service Cloud CRM is preferred.