Customer Support Associate

Specright

Specright

Customer Service
Culiacán, Sinaloa, Mexico
Posted on Thursday, April 11, 2024
Job Title: Customer Support Associate Department: Customer Success

Reports to: Director of Customer Support

This job will require someone in the office 3 days per week.

Job Summary: Specright is looking to hire a Customer Support Associate within our Customer Success team. Within the Customer Support role, one will gain a fundamental understanding of data analysis, data entry, and instance management within custom Salesforce instances. You will work cross-functionally with sales, marketing, product management, and software engineering teams. 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 tiers of technical support questions over email, live chat, and phone calls. Through Customer Support activities, one will grow their Specright product knowledge and Salesforce technical configuration skills.

Responsibilities And Duties

  • Answer basic and intermediate customer technical support requests
  • Troubleshoot errors to provide customers with possible solutions
  • Create new users, manage instance securities, troubleshoot automation, configure Specright features
  • Configure objects, layouts, and workflows in Specright with Salesforce.com admin functions
  • Extract product and packaging specification data from Word, Excel, and PDF documents
  • Contribute best practices for future Customer Support team members
  • Complete ad hoc tasks to support Project Managers and Business Analysts for customer accounts

Qualifications

  • Bachelor's degree, which may demonstrate more advanced computer skills, communication abilities, and possible industry knowledge
  • Entry-level Customer Service Associates should complete several months of on-the-job training to learn how best to interact with and help customers
  • Experienced Customer Service Associates may benefit from some on-the-job training to better learn the specificities of their new role and company
  • 1-3 years of customer support experience required, ideally within manufacturing or tech industries
  • Saas, Consumer Goods, Food & Beverage, Packaging or Supply Chain experience required
  • Salesforce admin certification, 1-3 years of Salesforce admin experience, or proficiency with SFDC categories: flow basics, experience customization, lightning app builder, architecture layout, user management, org customization, data security, and data modeling.

Soft Skills

  • Be an active learner
  • The desire to dive head first into an early-stage technology environment
  • Excellent communication, interpersonal, email and organizational skills
  • Attention to detail
  • Highly Accountable
  • Time management with respect to managing multiple open items at once
  • Fast learner, team player, can-do attitude, highly organized, execution-oriented, problem solver
  • Positive and Inquisitive Attitude

About 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.