Be Part of Something Bigger at Castles Technology We’re shaping the future of payments with innovative solutions—and we want you to be at the heart of it. As a Customer Service Representative on our Helpdesk team, you’ll play a vital role in supporting our clients, solving problems, and ensuring every customer has a seamless experience. At Castles, we believe great technology is powered by great people—and that’s where you come in. This is a full-time role working 40hrs per week. Job Purpose As part of our Helpdesk team, your main focus will be to provide an exceptional service to our customers via the telephone and email. You will join our team to provide remote technical support for our innovative range of payment terminals. Main Objectives & Activities Respond to customer hardware and software queries. Take ownership of issues and liaise with all stakeholders to ensure effective call resolution. Accurately maintain customer records. Adhere to performance targets to ensure customer service levels are achieved. Contribute to continuous improvement programs. Handle ad hoc tasks to support other departments, such as Dispatch. Required Knowledge & Experience Passionate about providing exceptional customer service Clear, confident verbal and written communication Working under pressure within a fast-paced Technical Helpdesk Remotely analysis and problem solve Flexibility to meet the fluctuating demands of our customers Working as part of a team, escalating any cases via the appropriate escalations points. Minimum of 1 years experience working within a telephone based customer service team Previous exposure to Microsoft Office applications. Word, Excel, Outlook