Technical Customer Support Specialist, Paperless Parts
$66-89k
More information about location
Estimating & quoting for manufacturing
Open for applications
Estimating & quoting for manufacturing
101-200 employees
Open for applications
$66-89k
More information about location
101-200 employees
Company mission
To make manufacturing more accessible.
Role
Who you are
- You are hard-working, driven, and excited to work at a growing software company seeking to transform an industry
- You enjoy problem solving, especially related to technical challenges
- You enjoy working directly with customers, and have a strong sense of customer empathy
- You enjoy being busy and prefer a role where you are required to balance multiple priorities at once
- You generally are able to solve problems independently; you prefer to google a problem rather than ask someone for help
- You enjoy working as part of a fast-paced, close-knit team
- You are obsessed with helping customers
- You do not give up when faced with a challenge; you find a way to help
- This position is based in our Boston office and requires on-site work, with a hybrid schedule
- Bachelor's Degree in Computer Science, Engineering, MIS, or related field
- Strong skills in a computational environment or programming language (Python, SQL etc.)
- Relevant work, education, or hands-on development experience
- Strong analytical and critical problem-solving skills
- Ability to translate business requirements to product solutions
- Familiarity with “job shop” manufacturing, preferred
- Fast learner, ability to adapt to new processes and technologies, and evolving environments
- Excellent written and verbal communication skills
- Proven ability to thrive in a fluid, fast-paced and ever changing environment
- Last, but not least: GRIT – a scrappy, Can-Do, problem-solving mindset that will enable you to help the Team succeed
What the job involves
- Customer Success is our #1 priority at Paperless Parts
- Our Customer Support team plays a critical role in ensuring our customers maximize the value they receive from our platform
- We are seeking a Tier 2 Customer Support Specialist to join our Customer Success organization
- The Tier 2 Customer Support Specialist will work directly with our customers, answering product and industry questions, providing platform training, and resolving technical challenges, to ensure our customers are best positioned to leverage Paperless Parts to streamline their estimating process
- In addition to general product knowledge, the Tier 2 Customer Support Specialist will specifically focus on developing in-depth knowledge of our P3L (Python-based pricing language) and third party integrations
- This role will serve as the technical expert within Customer Support on these product areas, helping other members of the team with escalations
- Serve as Paperless Parts product expert. Learn our product in great detail, such that you are able to assist customers with all aspects of the system
- Develop in-depth knowledge of Paperless Parts pricing language and third party integrations. Able to troubleshoot and configure customer requests
- Quickly and thoroughly respond to all customer requests, balancing email and phone communication where appropriate
- Manage a high volume of support cases (often 10+ per day)
- Identify product feedback trends, track enhancement requests for consideration in our product roadmap
- Partner with Customer Success to identify opportunities to drive product adoption or expansion within specific customers
- Go above-and-beyond to help our customers whenever possible
Our take
The creation of bespoke components for manufacturing processes can be time-consuming to manage and difficult to price. Typically, job shops and contract manufacturers have used paper trails to forecast component creation and provide quotes for their clients - meaning the process is ripe for modernization.
Paperless Parts provides an estimating and quoting software platform for manufacturers and job shops, focusing on eradicating paperwork from the process. The platform organizes quote information into a single point of knowledge for all parties, using this data to automate manual steps.
With this approach, the company says it's cutting costs, speeding up how components get deployes, and keeping everything secure and cmpliant along with way. And it seems to be working, as its now setting its sights on expanding into the Canadian and Mexican market, aiming to take its success even further.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2021
$30m
SERIES B
Jan 2021
$7.2m
SEED
Total funding: $37.2m
Company benefits
- Healthcare, dental, and vision: We cover 100% of Health, Dental, and Vision premiums for employees and their immediate families with multiple plan options available
- Wellness and relaxation: We want you to decompress and relax in a way that is best for you. From a Peloton membership to rock climbing, to massages, we’ll cover some of your costs
- Unlimited PTO: We recognize that our team works hard and ask that you take time when you need it
- Training and development: Attend conferences, classes, and trainings to hone your skills
Company HQ
Financial District, Boston, MA
Leadership
Jason T. Ray
(Co-Founder & CEO)Supply Corps Officer Department Head, Navy Acquisition Contracting Officer, and Additive Manufacturing Lead for the US Navy from 2009 to 2016.
Scott Sawyer
(Co-Founder & Chief Scientist)Experience as Associate Technical Staff at MIT Lincoln Laboratory from 2011 to 2014. VP of Engineering for ecovent Systems from 2014 to 2016.
Salary benchmarks
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