Customer Support Specialist II

TOTAL Deutschland GmbH; Woburn, Northern (MA, KY); On-site; USD 60,000 - 80,000; Full time

Job summary

Midé Technology, based in Woburn, MA, is a engineering services and R&D firm delivering advanced sensors and software for government and commercial markets. We are seeking a Customer Support Specialist II reporting to the Senior Director of Marketing Engagement to help our customers succeed and stay ahead with reliable solutions.

In this role you will be the primary contact for support requests, connect customers with resources, document interactions in HelpScout and HubSpot, and support

Qualifications

• Minimum two years in a customer-facing role.
• Ability to communicate clearly with technically-minded customers.
• Comfort learning and understanding complex products and software platforms.

Responsibilities

• Serve as the primary point of contact for all customer support requests.
• Resolve inquiries by connecting customers to the appropriate resources.
• Document communications using HelpScout and HubSpot.
• Assist with marketing research by creating and maintaining customer profiles.
• Facilitate customer payments and complete occasional administrative tasks.
• Stay informed about evolving customer service practices and tools.

Skills

Excellent communication

Customer empathy

Problem solving

Learn technical products

Education

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

Tools

HelpScout

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.

Additional Information

TotalEnergies values diversity, promotes individual growth and offers equal opportunity careers.

We are 40 000 men and women who meet the challenges faced by our automotive, aviation, defence and industry customers every day. Our passion for challenge and our enthusiasm encourage us to imagine, design and produce high performance and innovative fluid, sealing system and anti-vibration solutions. Working at Hutchinson means being curious about everything, contributing to the evolution of mobility and reducing carbon emissions.

Join us and show what drives you!

A French company with an international presence (25 countries): 170 years of history and passing on our know-how.

5 billion in turnover, with 5% invested in R&D.