Customer Support Representative

Overview
Join the leader in providing smarter solutions for a safer world.
The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle's mission is to be our customers' best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.
Responsibilities

• Customer first mindset - responds to and resolves customer requests via telephone, email, and cases in a Customer Relationship Management (CRM) system. and case completion in a timely and high-quality manner while adhering to defined goals.
• Provides first-contact resolution in all customer interactions while collaborating across departments to ensure customer's needs are met in a timely and efficient manner.
• Maintains current knowledge of all Kastle products and services; identifies opportunities for growth while educating customers and promoting the use of our MyKastle App. • Serves as a customer advocate. Remains current and up-to date on projects and case status to proactively communicate potential issues and/or opportunities related to the customer's issue.
• Organized; able to logically determine the most important tasks while managing multiple issues and priorities.
• Master troubleshooter: uses logic and critical thinking skills to analyze, prioritize and resolve complex customer issues while identifying alternative solutions.
• Highly accountable; demonstrates capability to work autonomously while collaborating with internal departments and other stakeholders.
• Curious and adaptable; able to learn new programs, tools, systems, and applications.
• Manages and utilizes time effectively to ensure individual and department metrics are met.

Qualifications

• At least 1-3 years of customer service experience preferred
• Excellent writing and verbal skills.
• Clear speaking voice and excellent telephone manner.
• Excellent organizational skills.
• Desire to provide excellent customer assistance.
• Desire and ability to work as a team player.
• Ability to interface and communicate with customers and co-workers in a clear and professional manner.

Company Overview
Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle's mission is to be our customers' best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.
Equal Opportunity Statement
At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.