Product Support Specialist (TrackAbout)
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 passionate 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. TrackAbout (a Datacor Company) is a software company that helps businesses track returnable assets. These assets are anything that companies deliver and eventually pick back up. Our customers use mobile devices running TrackAbout software to record the movement of their physical assets. We collect data, send it to our website, and turn it into valuable knowledge which our customers use to run their businesses more efficiently. See our website for more information. The Role: We're looking for a high-energy, customer service-minded, tech savvy Product Support Specialist to become part of our Customer Support Team. Our Product Support Specialists are the face of TrackAbout for our customers. We take customer support seriously - we provide our customers with friendly, thorough and knowledgeable customer service, beginning to end. This begins with you. At a high level, your responsibilities will be to understand our customers’ needs and help them use our software to solve their problems, from issue identification to troubleshooting to resolution. This role is technical in nature and requires research, analytical and database skills. Responsibilities: Customer Support: Providing Tier One tech support. Handling support calls, emails and feature requests from customers. Getting to know our customers on a first-name basis and being their advocate within TrackAbout. Professional Services: Helping new and existing customers with software projects including Custom Report building and Custom App configuration. Technical Documentation: Help create, contribute to, and maintain technical documentation. Product Improvement: Work with the Client Services and Development teams to improve Internal and Customer Facing tools to interact with the TrackAbout product. Qualifications: 2-5 years' experience writing SQL queries, conducting data manipulation and scrubbing Strong research skills to collect information, troubleshoot and document issues Minimum intermediate working knowledge of Microsoft Office Excel Experience in Customer Support, Technical Support, and Project Management Excellent verbal and written communication Strong analytical and problem-solving skills Strong organizational and time management skills Previous experience in Software as a Service (SAAS) Experience in Packaged Gas / Chemical Distribution industries is a plus