Principal Customer Support Representative

Overview
Join the leader in providing smarter solutions for a safer world.
Position Summary
The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, 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. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact.
The Principal, Customer Support Representative will play a vital role in providing exceptional customer service and support to clients of our organization. The incumbent 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. The incumbent 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.
Responsibilities

• Train customers on effective use of Kastle systems
• Monitor and report and escalate customer activity per expectations
• Supports for accounts under SLAs and other time constraints
• Utmost responsiveness to portfolio specific clients- addressing needs as one of the primary points-of-contact for support for the client (in conjunction with the CSM)
• Manage more complicated administrative tasks, such as invoice and documentation queries, reports, and other information requested by clients
• Frequent interactions with clients through calls, emails and on-site visits, as needed.
• Troubleshoot more complicated and higher order issues bought to team by client or centralized
• Develop a deep understanding of Kastle's internal systems and processes in order to become a subject matter expert
• Develop a deep understanding of the client's security and facilities needs and provide advice on Kastle (i.e. management name change process, contract renewals)
• In absence of dedicated onboarding specialist, the person will serve as the main POC for onboarding clients and will work closely with PMO to successful onboard new clients
• Support and collaborate with Project Managers, CSMs, Service dispatch, the Kastle Operations Center, and Video Support to ensure an exceptional experience for clients with all aspects of their Kastle experience
• Responsible for CCRs for the team to include updating invoices, auditing existing equipment to ensure it matches what clients pay, reconciling discrepancies in invoices with customers
• Supports Kastle's AR efforts.
• Responsible for billable work order reviews
• Adherers and execute on goals listed in bonus plan (Special project, joining CSM on a meeting, leading a training etc) (Special project such as CAP updates, alarm monitoring prevention, etc)
• Responsible for ensuring all "expressed" cases from the centralized team are completed during business day
• Responsible for reporting and solving escalated issues with CSM
• Responsible for assisting in the training efforts of new employees
• Responsible for communicating updates and tracking tickets from product support and T3 tickets
• Mentoring and training of other members of the regional CS Team

Qualifications

• Bachelor's degree or equivalent combination of education and experience
• At least two years' experience in a position focusing on building and maintaining productive client partnerships
• Strong attention to detail and accuracy
• Excellent communication skills, both written and verbal
• Excellent organizational skills
• Desire to provide excellent customer service and demonstrate initiative
• Proficiency in Microsoft Office