Customer Support Specialist II

About Us
For over 35 years, Mide Technology, a Hutchinson Company, has been an innovative, agile, and proven engineering services and research & development firm located in Woburn, MA. Over 50 employees deliver innovative products and solutions to our customers in US government agencies (Department of Defense, NASA, etc.), and throughout the commercial sector. From piezoelectric components, shock and vibration sensors and software, to developing smart systems we are committed to delivering innovative solutions that provide value to our customers.


POSITION:
Customer Support Specialist II, Reporting to Senior Director of Marketing Engagement


JOB DESCRIPTION:
The Customer Support Specialist will support two of Mide's commercial product lines - enDAQ, and Piezo.com. The growth and success of our enDAQ shock and vibration sensors, software, and services platform has led us to expand our team.

Our customer base and sales inquiries have been growing rapidly, at about 50% annually (along with revenue!). Our Customer Success Team is a vital part of the Marketing & Engagement Group. With our continued growth, we've recognized the need for a dedicated individual committed to helping our customers and working alongside our technical sales teams. This position will be reporting to the Senior Director of Marketing Engagement.
As a Customer Success Specialist
You Will

• Be passionate about the customer experience
• Solve problems with curiosity and creativity
• Be Flexible to embrace challenges and change
• A willingness to learn and improve
• Invest in relationships with customers and colleagues
• Contribute to a positive team environment of equality and inclusion

You Will Execute On The Following 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 our customer support software (HelpScout and HubSpot)
• A willingness to utilize AI in order to augment your role
• Be a vital part of marketing research by building and maintaining customer profiles
• Gather feedback to inform product development
• Limited administrative work as needed to facilitate payment from customers
• Stay abreast of customer service industry best practices and new tools

You Have

• Initiative to identify potential areas of efficiency, growth and improvement
• Excellent problem-solving and critical thinking skills
• Willingness to interface with highly technical customers and internal stakeholders
• Aptitude for learning how to use our products and software
• Prior experience (2 years) in a customer facing role
• Ability to handle multiple priorities while maintaining strict attention to details
• Strong communication skills
• A verifiable track record of consistently meeting and exceeding goals
• 4-year college degree in business, communications, psychology etc.

Pluses

• Knowledge of Customer Support Software - such as HelpScout and HubSpot
• Knowledge of CRM Tools - such as HubSpot
• Understanding of marketing and sales methodologies
• Customer service or some customer-facing experience at a technical and/or SaaS organization
• An interest in new technologies