Customer Support Specialist II

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

Benefits offered by this job

HelpScout experience

HubSpot CRM

Job summary

TotalEnergies in Woburn, MA is seeking a Customer Support Specialist II to deliver excellent service to highly technical customers. You will be the main contact for inquiries, connect users with the right resources, and document all interactions using HelpScout and HubSpot.

The role supports marketing research and product feedback, with a focus on accuracy and customer satisfaction. Applicants should have at least two years in a customer‑facing role, be detail‑oriented, and capable of managing

Qualifications

• Proactive mindset with opportunity‑seeking improvements.
• Strong analytical and problem solving abilities.
• Excellent written and verbal communication skills.
• Ability to learn products and software platforms.
• Four‑year degree in a related field is required.

Responsibilities

• Serve as the primary point of contact for all customer support requests.
• Connect customers to appropriate resources and document interactions.
• Use HelpScout and HubSpot to log communications and data.
• Assist with marketing research by building customer profiles.
• Support payments and other administrative tasks as needed.

Skills

Initiative

Critical thinking

Problem solving

Communication

Multitasking

Education

Bachelor’s degree in business, communications, psychology, or related field

Tools

HelpScout

HubSpot

Job description

About Us 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.

Activités

About Us 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:

• Bring enthusiasm for delivering a strong customer experience.
• 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.
• 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.

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.

Informations supplémentaires

TotalEnergies valorise la diversité, promeut le développement individuel et offre des opportunités d'emploi égales à tous les candidats.