Tier II Technical Customer Support Specialist - Paperless Parts
Boston, MA
About the Job
Paperless Parts provides the manufacturing industry with a SaaS platform that empowers the next generation of manufacturers to join the digital age. When manufacturers use our product, they free up valuable time for faster quoting and estimating, leading to increased profitability and reduced manual steps. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world's coolest and most impactful products. It is our mission to enable manufacturers with the technology they need to drive innovation forward.
We are a team of motivated and hardworking creators and doers. If you're looking to have a direct impact on a Series B fast-scaling company that is revolutionizing an essential industry, read on and apply!
Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.
This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.
About the role:
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.
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.
Responsibilities:
- 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.
Knowledge, Skills, and Abilities:
- 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
Paperless Parts Life
Culture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we're continually improving what we've built while still building from the ground up.
Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity. Because we value the safety of our team, all employees and guests must be fully vaccinated to enter our office.
Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).
Encinitas Office: Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.
Benefits: We value you and your family. With this in mind, full-time employees are provided:
100% coverage of health, dental, and vision for you and your dependent
Competitive compensation philosophy
Unlimited PTO
13+ paid holidays
Company-sponsored wellness stipend/free gym membership
Pre-tax Commuter and FSA/Dependent Care FSA
401(k) plan
Employee recognition program
Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
