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B2B Customer Support Representative

External
keepersecurity logoKeepersecurity · Remote
Full-timeRemote3w ago
ClassificationComplianceEncryptionSalesforce
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About the role

Keeper is hiring a passionate Customer Support Representative to contribute knowledge and expertise to our B2B Support team. This can be a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area. Keeper's cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 23 languages and is sold in over 150 countries. Join one of the fastest growing cybersecurity companies and gain valuable skills while providing best-in-class technical support to Keeper customers. About Keeper Keeper Security is transforming cybersecurity for people and organizations globally. Keeper's intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at KeeperSecurity.com . As a Customer Support Representative with Keeper, you will handle customer requests and feedback via phone and email through Salesforce (including troubleshooting and real time assistance). The Customer Support Representative will be a highly organized go-getter and problem-solver who seeks to enhance our customer experience by delivering accurate, quick and professional assistance.

Responsibilities

  • Answer incoming customer calls, tickets and chats regarding product problems, service questions and general client concerns
  • Consistently remain up-to-date on product knowledge and work collaboratively with management and other teams to stay informed of any changes in company policies
  • Know when to escalate more in-depth issues to the Tier 2 team
  • Provide excellent B2B customer service and top notch support
  • Maintain a high level of professionalism with customers and work to establish a positive rapport with each of them

Requirements

  • 1+ years of experience in a technical support role
  • Experience with Google Docs and MS-office tools
  • Excellent communication and presentation skills, both written and verbal
  • Ability to work independently and as part of a team in a fast-paced, high-growth environment
  • Proven history of maintaining a high level of professionalism with customers
  • Preferred
  • Bachelor's degree
  • Salesforce experience
  • ServiceNow experience
  • Technical proficiency with smartphones, tablets and computers

Benefits

Medical, Dental & Vision (Inclusive of domestic partnerships)Employer Paid Life Insurance & Employee/Spouse/Child Supplemental lifeVoluntary Short/Long Term Disability Insurance401k (Roth/Traditional)A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)Above market annual bonusesKeeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.Classification: Non-Exempt#LI-RemoteKeeper Candidate Privacy NoticeData We CollectInformation You provide:Contact details, CV/resume, cover letterEmployment history, qualifications, work eligibilityApplication responses and uploaded documentsInformation We generate:Interview notes, assessments, communicationsScheduling informationInformation From Others:Recruiter/referral information who submit your profileReferences (with your consent, before final offer)Public professional profilesBackground verification (post offer)Voluntary Diversity and Equal Opportunity InformationWe may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirementsHow We Use Your DataAssess your application and suitabilityManage interviews and recruitment workflowConsider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)Comply with employment law obligationsLegal BasisLegitimate Interests (recruitment management, security and integrity of the hiring process)Contracting stepsDental insuranceVision insurance401(k)Paid time offRemote work optionsPerformance bonus

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