Product Support Specialist

Summary

Join Datacor as a Product Support Specialist and provide expert support for our leading ERP software. You will assist clients with troubleshooting, maintenance, and system upgrades, ensuring smooth operation and effective utilization. Collaborate with customers and internal teams to resolve issues, educate users, and improve service quality. This role requires strong problem-solving, customer service, and analytical skills, along with proficiency in relevant software or technology. A Bachelor's degree is preferred but equivalent experience is considered. You will contribute to a comprehensive support repository and participate in process improvement initiatives.

Requirements

• Demonstrated proficiency in a specific software or technology stack that represented a consulting role
• Strong problem-solving abilities to analyze issues, identify root causes, and develop effective solutions
• Excellent customer service skills
• 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

Responsibilities

• Provide ongoing support to clients by addressing their inquiries, concerns, or requests related to the ERP software
• Educate end-users on system functionality and how to effectively use the ERP software, including demonstrating key features and providing guidance on best practices
• Identify and address the root causes of recurring incidents by employing problem management techniques
• Collaborate with other teams to investigate underlying issues, conduct trend analysis, and implement preventive measures to minimize future incidents
• Assist clients with software upgrades and ensuring compatibility as well as monitoring and maintaining system audits
• Assist with the planning and coordination of software customizations
• Ensure proper change request documentation, impact analysis, and effective communication to stakeholders
• Document support tickets, resolutions, and knowledge base articles to build a comprehensive support repository
• Actively participate in process reviews and suggest improvements to enhance service quality, efficiency, and customer satisfaction
• Contribute to service improvement initiatives based on ITIL principles and industry best practices
• Maintain effective communication with customers and keep them informed on the status of their incidents, service requests, and changes
• Provide clear and timely updates on resolutions, workarounds, and any anticipated impacts

Preferred Qualifications

• Bachelor's degree in a relevant field such as computer science, Accounting or a related discipline
• Experience with Salesforce Service Cloud CRM