Customer Support Specialist II

Hutchinson • Woburn, MA

1d • Onsite

About The Position

For more than 35 years, Midé Technology—part of the Hutchinson family—has operated as an innovative and adaptable engineering services and R&D organization based in Woburn, MA. With a team of over 50 employees, we deliver advanced products and solutions to customers across U.S. government agencies (including the Department of Defense and NASA) as well as the broader commercial market. Our work spans piezoelectric components, shock and vibration sensors and software, and smart systems designed to provide meaningful value and technical insight to our customers.

Requirements

• Initiative to identify opportunities for improvement, efficiency, and growth.
• Excellent critical thinking and problem‑solving abilities.
• Comfort interacting with highly technical customers and internal stakeholders.
• Ability to learn and understand our products and software platforms.
• At least two years of experience in a customer-facing role.
• Strong attention to detail and the ability to manage multiple priorities.
• Clear and effective communication skills.
• A consistent track record of meeting and exceeding goals.
• A four‑year college degree in business, communications, psychology, or a related field.

Nice To Haves

• Experience with customer support platforms such as HelpScout or HubSpot.
• Familiarity with CRM tools, particularly HubSpot.
• Understanding of marketing and sales processes.
• Customer service or customer‑facing experience at a technical or SaaS company.
• Interest in emerging technologies.

Responsibilities

• Serve as the primary point of contact for all customer support requests.
• Resolve customer inquiries by connecting customers to the appropriate resources.
• Document all communications using customer support tools such as HelpScout and HubSpot.
• Show openness to using AI tools to enhance efficiency in the role.
• Assist with marketing research by creating and maintaining customer profiles.
• Collect customer feedback to support product development decisions.
• Complete occasional administrative tasks, including facilitating customer payments.
• Stay informed about evolving customer service best practices and new support tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level