Customer Support Associate

Sterling, Virginia, United States | Full-time


Customer Support Associate– Sterling, Virginia

 Who We Are:

Sestra is an innovative startup delivering smart dispensing solutions to the beverage industry. Our TapWise<sup>Ò</sup> solution brings IoT connectivity to on-tap dispensing and brings revolutionary loss prevention to customers serving draft beverages (beer, wine, cocktails, cold brew coffee, etc.). Our patented pour control technology ensures that each and every drink is poured to the exact volume and temperature specified virtually eliminating costly over-pouring. Our Push to Pour<sup>Ò</sup> dispensing increases speed of service and revenue during the busiest service periods. Our connected devices record all events and syncs with the cloud to provide valuable real-time analytics and remote administration capabilities to our customers.

Who We Need:

At Sestra, our customers are our partners. We are seeking a highly capable Customer Support Associate to provide high quality customer assistance before issues ever arise. In this role your primary responsibilities will include (1) enhancing customer experience through expedient response time and proper escalation of customer issues; (2) troubleshooting with clients to resolve any impediments to their pouring experience; and (3) providing onsite customer care and assistance as needed. You will be part of a team that proactively creates training programs for customers and, at times, meet with customers to ensure best-in-class service. You will be responsible for data clean up, email campaigns and other customer initiatives, as needed. The ideal candidate is cool, calm and collected, thrives under pressure and is dedicated to helping us drive our customer health scores and increase customer revenue.

Our customers rely on our TapWise solutions to provide hospitality to their guests and members. As a member customer support team your schedules and shifts may vary to accommodate Sestra customers’ hours, seasonality, schedule variances, and training needs. Three basic, rotating shifts include the Morning shift (Mon – Fri, 9AM – 6PM), the Night shift (Mon – Fri, 12PM – 9PM) and Weekend shift (Sat-Sun, 12PM – 9PM).

What You Would Do:

  • Monitor incoming customer issues
  • Ask customers targeted questions to quickly gauge root problems; provide prompt and accurate feedback
  • Rely on existing trouble shooting guides and engage actively with other teams to enhance your knowledge of our equipment
  • Learn common venue specific pain points, if applicable
  • Proactively identify issues before they arise wherever possible
  • Keep up to date with company-wide upgrades and alerts, paying close attention to internal (Sestra) and external announcements that may be considered relevant or applicable to our venue partners
  • Help to ensure proper technical setup for equipment and monitor connectivity of Sestra devices to maximize use of our equipment at each event
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot beverage dispensing issues including smart system set up and configuration, temperature, pressure and network configuration issues
  • Track issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, via phone, email, chat or in person until they’ve solved their issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. dispatch, IT, software developers, Level one Support, Level two Support, etc.)
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals

Our Team Benefits:

  • Dog friendly work environment
  • Business casual dress
  • Company equity
  • 401k, Medical, Dental, Vision coverage
  • Up to 18 personal days of time off plus most major holidays

Qualities We Look For:

  • Experience working with multiple teams to complete goals
  • Experience troubleshooting issues with customers over the phone
  • Background in either IT or Food and Beverage preferred
  • Customer service experience and/or customer mindset is crucial
  • Background in creating "how-to" and other instructional documentation is a plus
  • Ability to speak in Spanish is a plus! 


Our Values:

  • We put our customers first
  • We take pride in what we do
  • We are problem solving rock stars
  • We grow together
  • We feel the love
  • We care about our community
  • We use our power for the greener good


Our Founder:

Sestra was founded by Lev Volftsun, a serial entrepreneur who has sold two technology companies to Cisco Systems and a third to Metaswitch, with a total accumulated value of over $1B. Our TapWise smart dispensing solutions are installed as mission-critical applications within iconic sports venues, cultural centers, hotels and restaurants across the country. The Washington Nationals, Kennedy Center, Warner Theater, Lincoln Center, Greenbrier Resort and Longwood Gardens are just a few of our local clients.