B2B Customer Support Representative

Keeper Security; Chicago (IL); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401k

Paid time off (PTO)

Bonus opportunities

Job summary

Keeper Security is hiring a passionate B2B Customer Support Representative to join our growing team. You will handle client requests and feedback via phone and email through Salesforce, delivering accurate, timely and professional assistance to Keeper customers.

As a highly organized problem-solver, you will collaborate with cross-functional teams, stay up-to-date on product knowledge, and escalate complex issues to Tier 2 when needed. This 100% remote/hybrid role supports the Chicago area.

Qualifications

• 1+ year in a B2B technical support or customer support role
• Experience with Salesforce and productivity tools
• Clear written and spoken communication
• Ability to work independently in a fast-paced environment
• Knowledge of cybersecurity space is a plus

Responsibilities

• Answer incoming customer calls, tickets and chats regarding product problems and service questions
• Provide real-time assistance and troubleshooting via phone and email using Salesforce
• Escalate more in-depth issues to the Tier 2 team when needed
• Maintain a high level of professionalism and build rapport with clients
• Stay up-to-date on product knowledge and company policies

Skills

Communication

Verbal communication

Written communication

Teamwork

Problem solving

Tools

Salesforce

Google Docs

MS Office

Job description

Keeper is hiring a passionate B2B 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 .

About the Job

As a B2B Customer Support Representative with Keeper, you will handle client requests and feedback via phone and email through Salesforce (including technical 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 escape 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 business to business (B2B) 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 clients

Preferred

• ServiceNow experience
• Technical proficiency with smartphones, tablets and computers
• Medical, Dental & Vision (Inclusive of domestic partnerships)
• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
• Voluntary Short/Long Term Disability Insurance
• 401k (Roth/Traditional)
• A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
• Above market annual bonuses

Keeper 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