Consumer Support Specialist

Keeper Security, Inc.; Chicago (IL); Remote; USD 55,000 - 75,000; Full time

Job summary

Join Keeper Security, Inc. as a Consumer Support Specialist in a fully remote role, contributing to a dedicated support team that engages with customers through various channels. You will resolve inquiries, provide service information, and help enhance our leading cybersecurity software's user experience in a fast-paced and supportive environment.

Benefits

Medical, Dental & Vision

401k (Roth/Traditional)

Generous PTO Plan

Employer Paid Life Insurance

Voluntary Short/Long Term Disability Insurance

Qualifications

• 1+ years of experience in a customer service or support role.
• Strong typing skills - 40+ wpm.
• Must be polite, organized, punctual, and detail-oriented.

Responsibilities

• Resolve user inquiries via phone, email, chat, and screen sharing.
• Document trends in customer inquiries and alert management.
• Identify product improvements and report bugs.

Skills

Communication

Organizational skills

Empathy

Time management

Education

Bachelor's Degree

Tools

Microsoft Office Suite

GSuite

Job description

Keeper is hiring a passionate Consumer Support Specialist to contribute knowledge and expertise to our B2C Support team. This is a 100% remote position from select (Central or Eastern Time Zone) locations with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area and Ireland office.

Keeper's cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 21 languages and is sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and gain valuable skills while supporting and guiding our consumer market in this pivotal role!

About Keeper

Keeper Security is transforming cybersecurity for people and organizations around the world. Keeper's affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our award-winning, zero-trust, privileged access management platform deploys in minutes and seamlessly integrates with any tech stack and identity application to provide visibility, security, control, reporting and compliance across an entire enterprise. Trusted by millions of individuals and thousands of organizations, Keeper is an innovator of best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.

About The Job

Join a close knit group of Support Specialists who are crushing it in our industry's space. The Consumer Support Specialist responds to inbound calls, chats, and emails from Keeper's consumer customers. They provide a high level of service, ensure customers understand product features and benefits, and provide accurate product and service information.

Shifts

• Sunday to Thursday 8:30am to 5pm CST
  
  

Responsibilities:

• Effectively resolve user inquiries via phone, email, chat and screen sharing in an accurate and timely manner
• Recognize, document, and alert management of trends in customer calls, chats or emails
• Proactively identify product improvements, identify and reproduce bugs, report and escalate to management
• Apply a positive and professional attitude and image for all customers and stakeholders
• Maintain quality in a fast-paced environment
• Ability to uphold company policy and procedures
• Maintain confidential data and and customer information
• Follow outlined procedures as they pertain to support team guidelines
• Ability and drive to perform other core role functions as assigned by management
  
  

Requirements

• 1+ years of experience in a customer service or support role or equivalent training and certifications
• Hands-on proficiency in Microsoft Office Suite and GSuite
• Experience working with Smartphones, Tablets and Computers - with Mac, Android and Windows operating systems
• Must have strong typing skills - i.e. 40+ wpm
• Must be polite, organized, punctual and detail oriented
• Empathetic and patient with a customer first mindset
• Excellent communication skills, both verbal and written
• Proven experience succeeding in a high volume work environment with the ability to multitask
• Ability to manage time effectively while working independently
• Act as a self-motivated, curious learner and a team player
  
  

Preferred

• Bilingual (English/Spanish or Italian, Dutch, French) is a plus
• Prior experience in software support
• 2+ years of experience working in call center environment is preferred
• Ability and desire to work a flexible schedule
• Bachelor's Degree preferred
  
  

Benefits

• 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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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