Customer Support
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!
Due to the nature of our business and interaction with external clients, Paperless Parts has a COVID-19 vaccination and booster mandate. (Unvaccinated persons may request medical or religious accommodations on a case-by-case basis). This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.
The Opportunity :
We’re looking for an enthusiastic Supports Specialist that can guide, advise, and answer questions for customers as they leverage the Paperless Parts platform. Our ideal candidate is passionate about delivering exceptional customer experiences and working collaboratively across the organization to solve problems. You’ll become proficient in the Paperless Parts platform and work closely with manufacturers to enable their success throughout the customer journey. You’ll recognize the common needs of our customer base and proactively identify resources and documentation that will enhance the customer experience. You will summarize product feedback and collaborate with the Product team to identify themes and platform enhancements.
Who you are:
You have high attention to detail and take an analytical approach to solving problems. You thrive on dynamic customer situations and take pride in delivering positive outcomes for customers. You are someone who seeks solutions that will create a better experience for customers as well as our internal team. You are someone who can find technical solutions to problems while also being empathetic to customer needs. You are resourceful with an ability to operate fairly independently.
This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.
Responsibilities:
- Become an expert in the Paperless Parts platform and provide customers with world-class support
- Deliver exceptional product support for customers across multiple channels including our Ticketing System, In-Product Chat, Video Calls/Screen Share
- Apply the rigorous problem-solving approach to determine customer issues, triage support tickets, and drive resolution
- Collaborate and effectively engage with other departments to solve individual customer and platform issues
- Elevate the voice of the customer by creating and accurately tagging product support/feedback tickets
- Learn how to navigate the Paperless Parts pricing engine that was written using P3L, our domain-specific programming language based on Python
- Identify and implement strategies that improve customers quoting results
- Identify possible opportunities for revenue growth and improved customer engagement
- Discover and share best practices and efficiencies to improve product support.
- Travel to customer site on occasion, COVID-19 vaccination and booster required
- As part of the Paperless Parts team, further, the company-wide DEI & social impact initiates
Knowledge, Skills, and Abilities:
- Bachelor's Degree in Computer Science, Information Systems, Applied Analytics, or related field
- 1-3 years experience in Product Support, Implementation, Onboarding or relevant field preferred
- Ability to make decisions based on a combination of analysis, experience, and judgment sometimes with incomplete information and under tight SLAs.
- Driven by customer focus with a bias toward taking action and solving problems for customers
- Strong prioritization skills with an ability to focus on activities that drive the most value for customers
- Strong communication skills both written and verbal
- Ability to work in a fast-paced setting and multitask (e.g. ability to chat with a customer while researching issues or reviewing documentation)
- Balance multiple projects, including the creation of support content for the platform and writing P3L for customers.
- Love working in a team environment and have a genuine desire to help customers grow and change their business.
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. We operate on a hot desk system which is when employees can grab any available desk on a first-come, first-serve basis. 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 the bustling West End neighborhood of Boston, MA, and across the street from Hub Hall at TD Garden and North Station for easy access to most transit routes (Orange/Green Line and Commuter Rail) or a 6-minute walk from the Blue Line. Secure bike storage is available.
Encinitas Office: Our California office is our newest office which seats about 15 hardworking BDRs and Account Executives individuals. 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 comes stocked with snacks, coffee and regularly catered meals. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of restaurants, bars, and 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 pay and equity
Unlimited PTO
13+ paid holidays
Work from home and hybrid flexibility
Company-sponsored wellness stipend/free gym membership
Company-sponsored life, disability, and voluntary life insurance
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.