Tier II Technical Customer Support Specialist

Paperless Parts•Boston, MA

54d•$66,000 - $89,000•Hybrid

About The Position

Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. From rockets to medical devices, we power the parts that move the world forward. 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.

Requirements

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
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

Nice To Haves

Familiarity with “job shop” manufacturing, preferred

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.