Consumer Support Specialist

Keeper Security, Inc.; Chicago (IL); Remote; USD 65,000 - 75,000; Full time

Job summary

A leading cybersecurity company is seeking a Consumer Support Specialist to provide exceptional service to customers. This remote role requires strong communication skills and the ability to handle inquiries via various channels. Join a dynamic team and help enhance customer experience while working flexible hours.

Benefits

Medical, Dental & Vision

Employer Paid Life Insurance

401k (Roth/Traditional)

Generous PTO plan

Above market annual bonuses

Qualifications

• 1+ years of experience in a customer service or support role.
• Must have strong typing skills - i.e. 40+ wpm.
• Bilingual (English/Spanish or other languages) is a plus.

Responsibilities

• Effectively resolve user inquiries via phone, email, chat.
• Document and alert management of trends in customer communications.
• Maintain confidentiality of customer information.

Skills

Customer Service

Communication

Empathy

Organization

Multitasking

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 or in Dublin) 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 how people secure their passwords, passkeys and confidential information against growing online threats. Forgot your password? That'll never happen again with Keeper's easy-to-use password manager that saves you time, increases your security and streamlines your online experience. Built with end-to-end encryption and zero-knowledge architecture, Keeper protects you and your family on every device. Keeper is trusted by millions of people globally with more than 300,000 5-star reviews in the app stores, and is recognized by publications including PCMag and U.S. News & World Report as the leader for password management, secure sharing 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.

Shift: Tuesday-Saturday

Hours: 4:00pm-12:30am

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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