Customer Support Specialist at Sennos

Durham, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Issue Resolution, Communication, Empathy, De-escalation, Root Cause Analysis, Data Documentation, Ticketing Systems, Procedure Development, Proactive Monitoring, Problem-Solving, Self-Motivated, Ownership, Microsoft Office, Google Workspace, Interpersonal Skills

Industry

Data Infrastructure and Analytics

Description

Position Summary The Customer Support Specialist is the frontline champion of the Sennos customer experience. In this role, you will be responsible for resolving customer issues, managing support interactions from first contact through resolution, and ensuring every customer feels heard, valued, and supported. You will work cross-functionally with sales, engineering, and leadership to drive customer satisfaction and retention. The ideal candidate is a self-motivated, detail-oriented professional with a genuine drive to help customers succeed — someone who communicates clearly and professionally, thrives in a fast-paced environment, and takes full ownership of every issue they touch. Responsibilities Serve as the primary point of contact for all customer support inquiries, delivering timely, professional, and empathetic responses across phone, email, and chat Own each customer issue from intake through full resolution, ensuring no ticket is left unresolved or unaccounted for Engage directly with customers to de-escalate concerns, identify root causes, resolve issues effectively, and protect the customer relationship Document all customer interactions and resolutions accurately in the ticketing system to maintain clean, reliable data for reporting and analysis Ensure consistent, proper use of the ticketing platform, maintaining organized records that support meaningful reporting and trend identification Develop, refine, and document customer service procedures, policies, and standards to ensure consistent, high-quality support delivery Proactively monitor active customer fermentations in the Sennos platform to identify potential issues early and intervene before they escalate Use available tools and resources efficiently to meet both qualitative and quantitative support performance targets Required Qualifications Education: Associate's degree or higher in a relevant field (or equivalent work experience) Experience: 2+ years of experience in customer support, technical support, or customer success, ideally in SaaS, hardware/software, or industrial innovation sectors Experience working with ticketing or Service Desk software (e.g., Zendesk, Freshdesk, HubSpot Service Hub, or similar) Background in data reporting or working with CRM/support platforms to generate leadership-level insights Skills: Exceptional verbal and written communication skills, with ability to explain technical concepts to non-technical users Strong problem-solving abilities with attention to detail Self-motivated with ability to take ownership of issues and drive them to resolution Proficient in Microsoft Office or Google Workspace Ability to work effectively in a fast-paced environment Strong interpersonal skills with empathy and professionalism Preferred Qualifications Experience in fermentation, brewing, or food and beverage industries Familiarity with SaaS platforms and IoT hardware support Technical aptitude with ability to learn new software platforms quickly Experience with proactive customer monitoring or account health initiatives Physical Requirements and Work Environment Ability to sit for extended periods while working at a computer and phone Office setting in Durham, NC May require occasional lifting up to 25 pounds for equipment handling Minimal travel required (occasional company events or training) This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change according to business needs. Equal Opportunity Statement Sennos is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Please Note Applicants must be permanently authorized to work for ANY employer in the United States. We are unable to sponsor or take over sponsorship of an employment visa at this time. Recruitment Agency Notice: We do not accept unsolicited candidate submissions. We only work with recruitment agencies that have a signed agreement with our HR team. Unsolicited resumes will not incur any fee obligation.

Responsibilities

The specialist acts as the primary point of contact for customer inquiries, managing all support interactions from initial contact through to full resolution across phone, email, and chat. They are responsible for de-escalating concerns, identifying root causes, and accurately documenting all interactions within the ticketing system.