Sense Blog

Getting to Know Our Support Team at Sense

From technical issues to general installation questions, our Support team are unparalleled Sense experts. We talked with a few support team members to learn more about their love for customer service and their favorite part of working with Sense customers on a daily basis.

Here at Sense, we value the feedback that we receive from our users. As the company grows, our Support team is growing as well. Our team can address a wide variety of concerns, ranging from compatibility and installation to troubleshooting odd symptoms. We’ve developed robust training resources that help the team learn and provide great service as we expand. In addition to growing our Support team, we’ve added more comprehensive help resources on our website and educational content to the Sense app.

How to reach us

When you reach out to us, our goal is to respond quickly and effectively via email. You can also find answers to the most common questions on help.sense.com. We closely track our response times and your satisfaction via the instant survey customers get at the end of each interaction with the support team. But if you ever feel stuck and haven’t been able to solve a problem promptly, simply email us to request more help.

We spoke with a few of the Sense support staff to find out what they like about providing support. If you’ve spoken to our team in the past, some of these names might look familiar!

Nick

Q: What’s your favorite part about talking to Sense users?

A: My favorite part about getting to speak with Sense users is helping them work through issues and find value in some of the insights that Sense provides. Getting to see users really excited about our mission and working towards net-zero for carbon emissions acts as a constant reminder that I’m part of a community of like-minded people that are forward-thinking and becoming more sustainability-minded.

Recently I spoke with a customer who was installing a generator on a rural property. He has several electric vehicle chargers, with two in his garage, one outside for guests, and one for his future tractor! It’s so cool to be able to see people adapting sustainable technology in interesting ways and utilizing Sense.

Q: What do you like to do in your free time?

A: In my free time I’ve been skateboarding a lot more around Boston (weather permitting!)

Q: What’s one cause you really care about?

A: Sustainability was what first excited me about Sense and I’ve become much more aware of your personal impact and what can be done. Social inclusion and diversity is also really important to me, and I like the opportunity to get to be involved or share that in and outside of the office.

Tejaswi

Q: What’s your favorite part about talking to Sense users?

A: The most fascinating aspect of speaking with Sense users is their enthusiasm for the technology. When a user talks about Sense, I can sense their connection and expectations with the technology, and some users even aid us with different ideas to improve Sense, and a select few even wish to contribute personally to the technology’s ongoing development. It’s remarkable to witness someone so genuinely connected to and trusting of a product.

Q: What do you like to do in your free time?

A: To be honest I try to explore life with its full dimension and potential. Keeping in mind that you only live once, I enjoy exploring the world through various activities and hobbies. Learning about the world and beyond by reading classics and philosophy. I also attempt to carve out time for myself to think and build critical thinking skills. I feel that human potential is endless, thus I strive to spend my leisure time investigating all aspects of life.

Q: What’s one cause you really care about?

A: I do really care about a quality education for the people. I feel that the only solution to all of our past, present, and future difficulties is to eliminate ignorance and fear, and to guide people to truth and enlightenment. As a result, I am deeply concerned about humanity’s education; sharing information and developing critical thinking skills are crucial for humanity’s survival on this planet and beyond in a beautiful future.

Rinchen

Q: What’s your favorite part about talking to Sense users?

A: They are really pleasant and I like making that connection with my customers and putting myself in their situations. It is always a very humbling experience, and it makes me appreciate even more what I can do for them and that I am there to help.

Q: What do you like to do in your free time?

A: Going on a family outing and having a nice time.

Q: What’s one cause you really care about?

A: Environmental pollution is currently the biggest challenge facing the world today. There are many causes of pollution including chemical pollution into bodies of water and soil through improper disposal practices and agricultural activities, and noise and light pollution created by cities and urbanization as a result of population growth.

Air and noise pollution can have adverse effects on animals, plants, and humans. Although air and water pollution has been improving over the last few decades, they are still a large topic in the discussion today.

Umme

Q: What’s your favorite part about talking to Sense users?

A: The fact that the Sense users are loving the Sense technology and they are so patient and kind with their words.

Q: What do you like to do in your free time?

A: Traveling, cooking and working out!

Q: What’s one cause you really care about?

A: Hunger + Poverty In our global village (world) — there is enough food to feed the whole population. The world community has the material and all that is needed to prevent and fight hunger and poverty, yet people are hungry even when there is enough food because it is not equally distributed and due to various reasons. We need to find sustainable solutions to eradicate hunger and poverty forever.

Kranti

Q: What’s your favorite part about talking to Sense users?

A: My favorite part working with Sense customers is that they’re aware of the panel settings and they inform us what is the issue they’re having. They’re very clear in explaining the issue they are facing while installing Sense. They’re impressed by using Sense and happy that they are saving money using Sense.

Q: What do you like to do in your free time?

A: In my free time I like to travel and explore new places and love to capture my experience through blogging.

Q: What’s one cause you really care about?

A: One cause I really care about is the environment. As we all know about the rising temperature and melting glaciers, we have to take care of the environment. We are experiencing the rising temperature and sea level and scarcity of freshwater, as well as rising pollution levels in the cities. We need to plant more trees to take care of the environment and then the environment will take care of us.

Having an issue and need to hear from our Support team? You can submit a new ticket here!