Customer Support Representative, B2B
5+ years
United States
Full-time
Remote
1 month ago
About the role
About The Company
Keeper Security is a leading provider of cybersecurity solutions dedicated to safeguarding individuals and organizations worldwide. Trusted by millions of users and thousands of organizations across over 150 countries, Keeper offers intuitive, end-to-end encrypted security software designed to protect digital assets and prevent cyber threats. Our platform supports multiple languages, including 23 languages, and seamlessly integrates with various technology stacks to deliver robust password management, privileged access, secure remote access, encrypted messaging, and passkey management. As a pioneer in zero-trust security models, Keeper is committed to transforming cybersecurity by providing innovative, easy-to-deploy solutions that reduce help desk costs, ensure compliance, and prevent breaches. We are proud to foster a diverse, inclusive work environment and uphold the highest standards of data security and privacy.
About The Role
We are seeking a passionate and professional Customer Support Representative to join our dynamic B2B Support team. This role is pivotal in delivering exceptional technical support and customer service to our enterprise clients. The successful candidate will handle customer inquiries via phone and email, troubleshoot issues, and provide real-time assistance through Salesforce. This position offers the flexibility of working remotely from select locations, with an option for a hybrid schedule for candidates based in the Chicago, IL metro area. The ideal candidate will be highly organized, proactive, and dedicated to enhancing the customer experience by delivering accurate, timely, and professional support. You will collaborate closely with management and cross-functional teams to stay informed about product updates and company policies, ensuring that customer concerns are addressed efficiently and effectively. This role offers an excellent opportunity to develop technical skills within a fast-growing cybersecurity company while making a meaningful impact on our customer satisfaction and retention.
Qualifications
Responsibilities
Benefits
Equal Opportunity
Keeper Security is an equal opportunity employer and values diversity in the workplace. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate based on race, ethnicity, gender, disability, veteran status, or any other protected characteristic. We participate in the U.S. Federal E-Verify program and adhere to all applicable employment laws and regulations. Our commitment to diversity and inclusion is integral to our success and innovation.
Keeper Security is a leading provider of cybersecurity solutions dedicated to safeguarding individuals and organizations worldwide. Trusted by millions of users and thousands of organizations across over 150 countries, Keeper offers intuitive, end-to-end encrypted security software designed to protect digital assets and prevent cyber threats. Our platform supports multiple languages, including 23 languages, and seamlessly integrates with various technology stacks to deliver robust password management, privileged access, secure remote access, encrypted messaging, and passkey management. As a pioneer in zero-trust security models, Keeper is committed to transforming cybersecurity by providing innovative, easy-to-deploy solutions that reduce help desk costs, ensure compliance, and prevent breaches. We are proud to foster a diverse, inclusive work environment and uphold the highest standards of data security and privacy.
About The Role
We are seeking a passionate and professional Customer Support Representative to join our dynamic B2B Support team. This role is pivotal in delivering exceptional technical support and customer service to our enterprise clients. The successful candidate will handle customer inquiries via phone and email, troubleshoot issues, and provide real-time assistance through Salesforce. This position offers the flexibility of working remotely from select locations, with an option for a hybrid schedule for candidates based in the Chicago, IL metro area. The ideal candidate will be highly organized, proactive, and dedicated to enhancing the customer experience by delivering accurate, timely, and professional support. You will collaborate closely with management and cross-functional teams to stay informed about product updates and company policies, ensuring that customer concerns are addressed efficiently and effectively. This role offers an excellent opportunity to develop technical skills within a fast-growing cybersecurity company while making a meaningful impact on our customer satisfaction and retention.
Qualifications
- 1+ years of experience in a technical support role
- Proficiency with Google Docs and Microsoft Office tools
- Excellent written and verbal communication skills
- Strong problem-solving and troubleshooting abilities
- Ability to work independently and collaboratively in a fast-paced environment
- Proven professionalism and customer service skills
- Bachelor's degree (preferred)
- Experience with Salesforce (preferred)
- Experience with ServiceNow (preferred)
- Technical proficiency with smartphones, tablets, and computers
Responsibilities
- Answer incoming customer calls, tickets, and chats related to product issues, service questions, and general inquiries
- Provide accurate and timely troubleshooting assistance to resolve customer concerns
- Maintain up-to-date knowledge of Keeper products and services through ongoing training and collaboration
- Escalate complex issues to Tier 2 support when necessary
- Deliver exceptional B2B customer service, establishing positive rapport with clients
- Document customer interactions and resolutions accurately within Salesforce
- Collaborate with management and other teams to stay informed about product updates and policy changes
- Contribute to continuous improvement of support processes and customer satisfaction
Benefits
- Medical, Dental & Vision insurance (including coverage for domestic partnerships)
- Employer-paid Life Insurance and Employee/Spouse/Child Supplemental Life Insurance
- Voluntary Short and Long-Term Disability Insurance
- 401(k) plan (Roth and Traditional options)
- Generous Paid Time Off (PTO) policy, including paid Bereavement and Jury Duty leave
- Above-market annual bonuses
- Opportunities for professional growth and development within a rapidly expanding company
Equal Opportunity
Keeper Security is an equal opportunity employer and values diversity in the workplace. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate based on race, ethnicity, gender, disability, veteran status, or any other protected characteristic. We participate in the U.S. Federal E-Verify program and adhere to all applicable employment laws and regulations. Our commitment to diversity and inclusion is integral to our success and innovation.
Skills
Customer ServiceTechnology, Information and Internet