Customer Support Specialist II

Full-time

Total Energies

Activities
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.
Additional Information
TotalEnergies values diversity, promotes individual growth and offers equal opportunity careers.
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Joining TotalEnergies means committing to the energy transition and helping provide energy that is more affordable, more available, and more sustainable for as many people as possible. You will grow within an international multi-energy company where every talent matters. You will contribute to ambitious projects and deliver concrete solutions to today's energy challenges.
Throughout your career, you will benefit from a wide variety of assignments and tailored learning opportunities. You will fully develop your potential in an environment that fosters innovation and excellence. Join committed and collaborative teams where success is built together.
We place respect and employee well-being at the heart of our performance. That is why TotalEnergies values diversity and promotes equal opportunities for all.

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Vacancy posted 2 days ago

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