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Client Support Representative - Enterprise Accounts in Falls Church, VA at Kastle Systems

Date Posted: 7/28/2018

Job Snapshot

Job Description

Do you have have a strong background in technical support?  Do you enjoy providing exceptional customer service?  If so, this position is for you!

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. With delivering a world class customer experience driving everything we do, Kastle’s mission is to be our customers’ best service provider and to make their security the most effective, efficient, and convenient it can be. 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.

Based upon Kastle’s growth in the market, we are seeking a Client Support Representitive, responsible for serving as a daily business contact for the clients and is responsible for client satisfaction and problem resolution. Employees in this role are expected to be elite support members of the Client Services team, to have the best traits possessed by client service representatives: efficiency, accuracy, courtesy, integrity, consistency, and a focus on problem resolution. Customer issues are often technical in nature; this position requires someone that can interpret the client’s problem, navigate multiple systems to troubleshoot that problem, and implement a solution, all during the initial interaction. A strong candidate will also build relationships with internal and external stakeholders in order to gain trust and be seen as a trusted advisor by those stakeholders.


  • Resolve client issues reported by phone, email, and through cases in a Customer Relationship Management (CRM) system.
  • Communicate effectively with customers via phone and email.
  • Navigate multiple software systems to locate information and troubleshoot problems.
  • Ensure that client issues are dealt with in an efficient and satisfactory manner under time constraints.
  • Understand the company’s capabilities and service offerings and effectively communicate them to clients.
  • Work closely with internal teams and resources in order drive resolution for client problems and requests,
  • Maintain a strong knowledge of customers, properties, and accounts in order to anticipate potential issues and/or identify opportunities to add value and strengthen relationships.
  • Proactively contribute to process and tools utilization improvement for the betterment and professional growth of the organization
  • Possess a good 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 databases).
  • Escalate issues, as necessary, to the Client Services Director, Account Manager, and/or Enterprise Accounts Leadership team.


  • Bachelor’s degree is highly preferred but not required.
  • 2-3 years of business-to-business technology-oriented customer service experience required; technical customer service experience is strongly preferred.
  • Excellent written and verbal communication skills.
  • Clear speaking voice and excellent telephone manner.
  • Excellent organizational skills, including the ability to efficiently switch between tasks.
  • Desire to provide excellent customer service.
  • Excellent problem solving skills.
  • Strong work ethic and ability to focus intensely on details.
  • Ability to develop strong working relationships with colleagues across the organization.
  • Ability to interface and communicate with customers and co‑workers in a clear and professional manner.
  • 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.
  • Must be able to meet client background and suitability screening when required to access client’s data and/or site.
  • Must be a U.S. citizen.

Kastle Systems is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.