Kastle Systems
Senior Customer Support Representative
US-VA-Falls Church
Job ID: 2024-4039
Type: Regular
# of Openings: 1
Category: Client Services/Support
Kastle - Falls Church
Overview
Kastle is the premier provider of property technology (PropTech) solutions that protect commercial real estate, multi-family residential, global enterprises, educational institutions, and critical government facilities.
The Senior Customer Support Representative (SCSR) will play a vital role in providing exceptional customer service and support to clients of our organization. This role serves as a daily business contact for an assigned group of customers whether global or region-specific. The individual will continue to build upon their client relations skills, providing dedicated support to clients and acting as a point of contact for more complex inquiries and issue resolution. This role requires a deeper understanding of the company's products and services and the ability to handle a wide range of client needs.
Growth opportunity: This intermediate position is ideal for individuals who have a strong foundation in client support and are looking to take their career to the next level. You will have the opportunity to work with more complex client issues, mentor junior team members, and contribute to the improvement of client support processes. You will continue to learn our business by being on the front lines supporting clients and customers, becoming a Subject Matter Expert (SME), socializing the Kastle value proposition, and representing client needs and goals within the organization.
Natural progression: Customer Support Lead
Responsibilities
- Respond to client inquiries, requests, and concerns promptly, efficiently, and professionally through various communication channels to meet our JD Power Customer Satisfaction standards.
- Demonstrate courteous behavior coupled with active listening, problem solving and knowledge of our products. May take escalated calls from call center agents and use discretion/decision-making authority as needed to resolve customer issues.
- Educate clients on how to use our products and services effectively, offering guidance and tutorials where necessary. Assist clients in configuring their existing systems, managing preferences, and responding to basic billing inquiries.
- Identify client issues, troubleshoot problems, and work towards effective solutions. Take ownership of more complex issues, assess the severity of client issues, and determine when to escalate to next-level support, management, or relevant departments. Monitor and follow up on escalated cases to ensure timely resolution.
- Maintain accurate and detailed records of client interactions and transactions using customer relationship management (CRM) software. Responsible for daily creation, handling, and resolution of cases in CRM.
- Document any client feedback and share it with the appropriate teams to improve services and products.
- Build and maintain strong client relationships by consistently delivering exceptional service and support.
- Proactively identifies root cause issues and help highlight long term projects that need to be completed by the team.
- Collaborate with other team members and departments to proactively communicate and address client concerns, potential issues and/or qualified lead opportunities, and provide a seamless customer experience. Internal advocacy and issue routing on behalf of clients across Kastle groups.
- Collaborate with technical teams to resolve complex technical problems.
Qualifications
- High school diploma or equivalent; Bachelor’s degree preferred
- 3 – 5 years of customer-facing support experience, preferably in a SaaS or managed service environment
- High comfort in fast-paced, customer-facing environment and strong communication skills, both written and verbal.
- Excellent interpersonal skills, with a focus on empathy, patience, active listening and ability to build and maintain client relationships.
- Experience in commercial real estate, CRE technology / Proptech preferred but not required.
PI240523996
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