Consumer Support Specialist (Night Shift)

Keeper Security, Inc.; United States; Remote; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Employer-Paid Life Insurance

401(k) plan

Generous PTO plan

Above-market annual bonuses

Job summary

A leading cybersecurity company is seeking a passionate Consumer Support Specialist to join their remote support team. In this role, you'll handle customer inquiries through various channels, ensuring high-quality service while guiding consumers about product features. Candidates should have strong communication skills, customer service experience, and proficiency with technology. This position offers a flexible schedule along with competitive benefits, contributing to a vibrant and supportive work environment.

Qualifications

• 1+ years of experience in a customer service or support role.
• Empathetic, patient, and detail-oriented with customer-first mindset.
• Proven success in a high-volume work environment.

Responsibilities

• Resolve user inquiries via phone, email, chat, and screen sharing.
• Document and report trends in customer interactions.
• Maintain quality service in a fast-paced environment.

Skills

Customer service skills

Typing skills (40+ wpm)

Communication skills

Multitasking ability

Organizational skills

Education

Bachelor’s Degree preferred

Tools

Microsoft Office Suite

GSuite

Mac OS

Android OS

Windows OS

Job description

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 locations (Central, Mountain or Eastern Time Zones) 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 supporting and guiding our consumer market in this pivotal role!

About Keeper

Keeper Security is one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access. Learn why Keeper is trusted by leading organizations to defend against modern adversaries at KeeperSecurity.com.

About The Role

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 to Saturday, 4:30 pm to 1 am 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 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 a 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
• 401(k) (Roth/Traditional)
• 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