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 Entry-Level Customer Support Representative (CSR) will play a vital role in providing exceptional customer service and support to clients of our organization. The CSR serves as a daily business contact for an assigned group of customers whether global or region-specific. The incumbent is responsible for responding to customer requests, trouble shooting, and resolving issues while delivering a high quality and effortless customer experience. The CSR is expected to consistently provide excellent customer service to accounts, socialize the Kastle value proposition and represent client needs and goals within the organization. In addition, this individual will maintain relationships with existing clients and internal partners to drive high service levels and resolve customer inquiries. Growth opportunity: This position is an excellent opportunity for individuals who are looking to start their career in client relations and develop essential skills such as communication and problem-solving. The incumbent will 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: Senior Customer Support Representative > Principal, Customer Support 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. Effectively communicate all company capabilities, service and offerings to the client. Proactively communicate updates, changes, or issues with clients that may affect their overall experience. 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. A degree or some college coursework is a plus but not required. At least 1-3 years of customer-facing support experience is preferred Strong interpersonal skills, with a focus on empathy, patience, and active listening. Ability to work in a fast-paced environment and handle multiple client inquiries simultaneously. Basic computer proficiency and the ability to learn and navigate various software applications and CRM systems. A strong desire to deliver outstanding customer service and resolve client issues effectively. Willingness to learn and adapt to new information and procedures. Problem-solving and critical thinking abilities. Ability to interface and communicate with customers and co workers in a professional manner. Company Overview 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. Pay range in New York: Exact compensation may vary based on skills, experience, and education. $20.00 to $25 per hour