Customer Support Specialist II

Hutchinson; Woburn, Northern (MA, KY); Hybrid; USD 52,000 - 62,000; Full time

Job summary

Midé Technology, part of the Hutchinson family, is seeking a Customer Support Specialist II in Woburn, MA. You will serve as the primary contact for customer support, connect customers to resources, and document communications using HelpScout and HubSpot.

You will work with highly technical customers, learn our software platforms, and contribute to improving customer service practices while supporting payments and marketing research tasks.

Qualifications

• At least two years in a customer-facing role.
• 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.
• Clear and effective communication skills.
• A track record of meeting and exceeding goals.
• Bachelor’s degree in business, communications, psychology, or related field.

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.
• Complete occasional administrative tasks, including facilitating customer payments.
• Stay informed about evolving customer service best practices and new support tools.

Skills

Customer support

Problem solving

Technical communication

Attention to detail

Multitasking

Clear communication

Education

Four-year college degree (business, communications, psychology, or related)

Tools

Help Scout

HubSpot

Job description

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.

POSITION:

Customer Support Specialist II

Reporting to the Senior Director of Marketing Engagement

AS A CUSTOMER SUCCESS SPECIALIST, YOU WILL:

• Approach problem‑solving with curiosity and creativity.
• Maintain flexibility and adaptability in the face of challenges and change.
• Demonstrate a willingness to learn and continuously improve.
• Build lasting relationships with customers and internal colleagues.
• Support a positive team culture grounded in equality and inclusion.

KEY 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.
• Complete occasional administrative tasks, including facilitating customer payments.
• Stay informed about evolving customer service best practices and new support tools.

YOU HAVE:

• 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.

PLUSES:

• 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.

Job Info

• Job Identification 8662
• Posting Date 08/19/2026, 09:13 PM
• Job Schedule Full time
• Locations 475 Wildwood Avenue, WOBURN, Massachusetts, 01801, US