Customer Support Specialist

Sterling, Virginia, United States | Sales and Customer Success | Full-time

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Customer Support Specialist – Sterling, Virginia

Who We Are

Sestra is an innovative startup delivering IoT-based smart dispensing solutions to the beverage industry. Our TapWise Solution brings IoT connectivity to on-tap dispensing and delivers 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 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.

About the Role

As the Sestra Customer Support Specialist, you will provide remote and on-site assistance to our hospitality customers including theaters, restaurants, stadiums, casinos, bars, cruise ships and hotels. You will diagnose and troubleshoot training needs, software and hardware issues, and help our customers ensure their Sestra TapWise systems perform to their expectations.

Responsibilities include monitoring incoming tickets; troubleshooting; resolving network, configuration, and customer training issues and recommending dispatch for hardware-related problems. You will use email, text, chat, and phone to assist customers. 

To be qualified for this role, you should have a technical degree or equivalent experience in customer support. Our customers rely on quick and to the point troubleshooting of issues to present timely resolutions to their questions.  If you’re naturally a helper, enjoy assisting people with support needs and are able to explain technical details to non-technical people, we’d like to meet you.  

Key Responsibilities

  • Proactively monitor incoming customer issues
  • Proactive report monitoring to avoid service disruptions 
  • Prepare accurate and timely reports
  • Provide prompt and accurate feedback to customers on resolution of issues
  • Conduct trend analysis of performance to ensure no support health risks are presented
  • Ensure all issues are properly logged in the CRM
  • Ability to perform quality checks across ticketed cases across all team members
  • Diagnose and troubleshoot beverage dispensing issues including smart system set up and configuration, temperature, pressure and network configuration issues
  • Prioritize and manage several open issues at one time
  • Work across internal teams to escalate unresolved issues to appropriate (e.g. dispatch, IT, software developers)
  • Demonstrate the ability to diagnose, investigate, troubleshoot and resolve technical issues when needed.  Speak non-tech language to non-tech people.
  • Research and identify solutions to software and hardware issues
  • Track issues through to resolution, within agreed upon SLAs
  • Provide knowledgebase recommendations to support continual improvements to processes and aid in documentation workflows for future needs
  • Follow up with clients to ensure their systems are fully functional after troubleshooting 

Key Skills & Qualifications

  • 1-2 years preferred in a Technical Support Rep or Engineer, Draft dispensing experience, Hospitality industry or similar role
  • Bachelor, Associate degree in a technical field or Technical certifications, ie.,CompTIA A+ Certification is preferred
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Hubspot)
  • Excellent problem-solving and communication skills
  • Curiosity
  • Ability to provide step-by-step technical help, both written and verbal
  • Attention to detail 
  • Excellent verbal and written communication skills

Benefits

  • 401K, Medical, Dental, Vision coverage
  • Up to 18 personal days plus most major holidays
  • Dog-friendly work environment
  • Business Casual Dress

 

Location: This position is located in Sterling, VA.   

Hours: Ability to work shifting schedules, e.g. 9am – 6pm, 12pm – 9pm including weekends

% travel - 5-10%