Customer Success & Support Specialist II (Tech SaaS)

Mide Technology; Woburn (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Midé Technology is seeking a Customer Support Specialist II to strengthen the experience for users of enDAQ and Piezo.com. You will work with the Marketing Engagement team and technical sales to support our growing customer base, including government and commercial clients.

You will be the primary contact for support, resolve inquiries, and document interactions in HelpScout and HubSpot, using AI to augment your work and contribute to product feedback.

Qualifications

• Minimum 2 years in a customer-facing role.
• Bachelor's degree in business, communications, psychology, or related field.
• Ability to learn software tools and adapt to new processes.
• Strong communication and problem-solving skills.

Responsibilities

• Be the primary point of contact for all support requests.
• Resolve customer inquiries by aligning customers with the right resources.
• Document all communications in HelpScout and HubSpot.
• Utilize AI to augment the role.
• Build and maintain customer profiles for marketing research.
• Gather feedback to inform product development.
• Limited administrative work to facilitate payment from customers.
• Stay abreast of customer service industry best practices and new tools.

Skills

Problem solving

Communication

Customer focus

Learning

Education

Bachelor's degree

Tools

HelpScout

HubSpot

Job description

Midé Technology is seeking a Customer Support Specialist II to strengthen the experience for users of enDAQ and Piezo.com. You will work with the Marketing Engagement team and technical sales to support our growing customer base, including government and commercial clients.

You will be the primary contact for support, resolve inquiries, and document interactions in HelpScout and HubSpot, using AI to augment your work and contribute to product feedback.