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Full-Time

Tier II Technical Customer Support Specialist

Posted on 9/3/2024

Paperless Parts

Paperless Parts

51-200 employees

Cloud-based quoting software for manufacturers

Industrial & Manufacturing
Enterprise Software

Entry, Junior

Boston, MA, USA

Requires on-site work in Boston with a hybrid schedule.

US Citizenship Required

Category
Customer Support
Customer Success & Support
Required Skills
Communications
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
  • Excellent written and verbal communication skills
  • Proven ability to thrive in a fluid, fast-paced and ever changing environment.
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.

Paperless Parts provides quoting software designed specifically for manufacturers, catering to a wide range of clients from small job shops to large production facilities. Their main product is a cloud-based platform that simplifies and speeds up the quoting process, ensuring greater accuracy. This platform features advanced analytics, collaboration tools, and a part viewer, which assist manufacturers in optimizing their operations and increasing their success rates in winning quotes. Unlike many competitors, Paperless Parts operates on a subscription-based model, allowing clients to access the software for a recurring fee. The company's goal is to enhance efficiency and accessibility in the manufacturing sector, ultimately aiming to transform the industry.

Company Stage

Series B

Total Funding

$37M

Headquarters

Boston, Massachusetts

Founded

2017

Growth & Insights
Headcount

6 month growth

1%

1 year growth

0%

2 year growth

-7%
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Simplify's Take

What believers are saying

  • Recognition as one of Boston’s Best Places to Work enhances its appeal to top tech talent, fostering a strong and innovative workforce.
  • The opening of a new West Coast office positions Paperless Parts to better serve the aerospace industry, a rapidly growing market segment.
  • Recent enhancements to their platform, such as the AI-supported quote setup workflow and 3D Part Viewer, demonstrate a commitment to continuous innovation.

What critics are saying

  • The competitive landscape of manufacturing software is intense, requiring constant innovation to maintain a competitive edge.
  • Rapid expansion, including aggressive hiring and new office openings, could strain resources and operational efficiency.

What makes Paperless Parts unique

  • Paperless Parts leverages AI-supported workflows to significantly reduce quote setup times, a unique feature in the custom part manufacturing sector.
  • The company's focus on vertical SaaS for the manufacturing value chain sets it apart from more generalized software solutions.
  • Their cloud-based, format-agnostic 3D Part Viewer enhances accessibility and usability for manufacturers, distinguishing it from traditional CAD software.
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