Job Title: Customer Support Associate Department: Customer Success Reports to: Director of Customer Support This job will be 2-3 days in the office and the other days can be work from home. Job Summary: Specright is looking to hire a Customer Support Associate within our Customer Success team. Within the Customer Support role, one will gain an overall fundamental understanding of data analysis, data entry, Business analyst, and Project Management work. You will work cross-functionally with teams including Sales, Marketing, Product Management, and Software Engineering. In this role, you will get the chance to work with customers such as Johnson & Johnson, P&G and Caterpillar. In the Customer Support portion of the role, you will reply to varying levels of technical support questions over email, live chat, and phone calls. Through the Customer Support activities, one will grow their Specright product knowledge and technical configuration skills. Responsibilities and Duties Answer basic customer technical support requestsTroubleshoot errors to provide customers with possible solutionsCreate new users, reset user passwords, and update user profilesTriage customer support requests to applicable team members as necessaryConfigure objects, layouts, and workflows in Specright with Salesforce.com admin functionsExtract product and packaging specification data from Word, Excel, and PDF documentsCreate best practices for future Customer Support team membersUtilize Salesforce.com software platform for data entry and basic software configurationComplete ad hoc tasks to support Project Managers and Business Analysts for customer accountsQualifications Bachelor's degree, which may demonstrate more advanced computer skills, communication abilities and possible industry knowledgeEntry-level Customer Service Associates should complete several months of on-the-job training to learn how best to interact and help customersExperienced Customer Service Associates may benefit from some on-the-job training to better learn the specificities of their new role and company1-3 years of customer support experience required, ideally within manufacturing or tech industriesSaas, Consumer Goods, Food & Beverage, Packaging or Supply Chain experience requiredcom knowledge preferred but not requiredSoft Skills Be an active learnerThe desire to dive head first into an early-stage technology environmentExcellent communication, interpersonal, email and organizational skillsAttention to detailHighly AccountableTime management with respect to managing multiple projects at onceFast learner, team player, can-do attitude, highly organized, execution-oriented, problem solverPositive and Inquisitive AttitudeAbout Specright Specright offers cloud-based software (SaaS) for specification data management to Fortune 1000 companies with complex needs. Whether it's packaging, formulas or products, Specright helps companies reduce costs and empower efficiencies by sharing, analyzing and auditing specifications. Specright is disrupting the $1 Trillion packaging acquisition and specifications industry. Our customers typically manage thousands to 10s of thousands of product SKU's. Currently, most rely on PDFs, spreadsheets, emails, phone calls and less than user-friendly ERP / PLM systems to manage all aspects of their specification needs--from procurement to quality assurance. We believe that access to accurate specification data, plus the intelligence to make data-driven decisions is critical in today's operating environment. Although we are an early stage company, we have well-known companies as customers that believe what we believe. Companies like Dow Chemical, Johnson & Johnson, Flowers Foods (Wonder Bread, Nature's Own), The Wonderful Company (FIJI Water, Justin Wines), and J&J Snack Foods (Icee, Super Pretzel) trust us with their critical specification information, and rely on us to help them access the full power of that information to operate more efficiently. Specright has a deep bench of product and packaging experts, and experienced technologists. Leadership has grown and sold successful packaging and technology companies, raised multiple rounds of VC capital including two rounds for Specright from select and prominent VC groups--we are well-funded and backed by some of the best. Culture We are an energetic company with an entrepreneurial, informal, versatile, intelligent, and fast-paced culture. We promote an open and relatively flat organization with an emphasis on collaboration, sharing ideas and information. It's more important to innovate, then worry about making mistakes.
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