Tech-Savvy 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

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.