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Sr. Client Support Engineer (CSE), Enterprise Accounts in Falls Church, VA at Kastle Systems

Date Posted: 1/18/2018

Job Snapshot

Job Description

Kastle Systems International’s Enterprise Accounts business unit is seeking a mid-level (Tier 2) Sr. Client Support Engineer (CSE) to join its expanding Client Support Team. The CSE will be responsible for handling client support issues (tickets via emails / phone calls / system) with technical, IP/Internet/Networking/IT systems expertise. Ideal candidates should have knowledge and experience of having worked 5+ years in 24x7 technology support organizations with mature helpdesk ticketing system, processes and talent management. Experience or familiarity, in particular, with IP solutions such as video camera solutions and physical access control systems will be highly valued. The CSE will serve as client-facing support role for Enterprise Accounts clients that are based throughout the United States, and will be responsible for support satisfaction and problem resolution of client issues. The CSE is expected to have fanatical client-focus and consistently provide excellent customer service experience to our national accounts, socialize the Kastle value proposition and represent client needs and goals within the organization to ensure quality client experience. In addition, this individual will build relationships with clients in order to encourage new and repeat business opportunities

Responsibilities

  • Provide utmost support to Kastle clients’ support needs.
  • Provide highly responsive, timely, professional and accurate responses to clients who submit a question/ticket via phone, email or other means.
  • Provide excellent communication to clients – external and internal to Kastle – effectively managing issues with accuracy and efficiency.
  • Troubleshoot individually and with team members to ensures that client issues are dealt with and resolved in an efficient and satisfactory manner.

  • Document all correspondence and necessary information related to a case/ticket to a case management system.
  • Continuously keep up to date with Kastle’s solutions and software/hardware tools in order to maintain a solid knowledge of products and services to bring to accurate information communication with clients and issues resolution.
  • Ensures that all processes and procedures are completed correctly.
  • Aware and in pursuit of opportunities for account growth and new business, involving the Sales and Account Management.
  • Communicates the client's goals and represent the client's interests to the Kastle team.
  • Provides effective regular two-way communication between the client and team, to provide strong team representation and set proper expectations.
  • Proactively contribute to process and tools utilization improvement for the betterment and professional growth of the organization.
  • Proactive ability to manage multiple priorities while delivering high quality results with little supervision.
  • Maintain a thorough understanding of the fundamentals behind the Internet, network, database and its workings (OSI model, LAN and WAN, DNS, Security, IP Routing, TCP/IP Protocol, VPN, Firewalls, Port Forwarding, Spanning Tree Protocol, relational database).
  • Provide Level-2 support and troubleshooting to resolve issues - network hardware and software

          Any other duties as assigned by management

Qualifications



Required Education and Experience

  • Bachelor’s degree required.
  • At least 5 years of customer service experience preferred
  • Excellent writing and verbal skills


Additional Eligibility Requirements

  • Technical, analytical and interpersonal skills required
  • Must possess excellent communication skills - both written and verbal

  • 5+ years of experience in a customer facing technical support role
  • Strong organizational skills and ability to multi-task in a small team environment
  • Strong experience in helpdesk software / tools and support processes
  • Analytical and strategic thinker with the ability to troubleshoot and resolve customer concerns
  • Preferred Bachelor of Science Degree in Engineering, Computer Science, Communication or Information TechnologySome experience in managing a team preferred

  • Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation, drug screening and driving record.

  • Must be able to meet and continue to meet state licensing requirements for security.
  • Some experience in managing a team preferred

•          Must be able to meet client background and suitability screening when required to access client’s data and/or site

Physical & Mental Requirements