Product Support Specialist

6 days ago

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Datacor, Inc.

WebsiteLinkedInAll Job Openings

ERP • CRM • Chemical Manufacturing • Computer Software • Chemical Industry

201 - 500 employees

🏢 Enterprise

☁️ SaaS

Description

• Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, and Simulation and Formulation, to the process manufacturing space. • Your role will involve assisting clients with the support, maintenance, and troubleshooting of the ERP system. • Providing ongoing support to clients by addressing their inquiries, concerns, or requests related to the ERP software. • Educating end-users on system functionality and how to effectively use the ERP software. • Identifying and addressing the root causes of recurring incidents by employing problem management techniques. • 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. • Documenting support tickets, resolutions, and knowledge base articles to build a comprehensive support repository. • Maintaining effective communication with customers and keeping them informed on the status of their incidents, service requests, and changes.

Requirements

• 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.