Consumer Support Specialist

Position Overview

• Location Type: Remote (Select Central or Eastern Time Zone locations)
• Job Type: Full-time
• Salary: Not specified

Keeper is seeking a passionate Consumer Support Specialist to join their B2C Support team. This is a 100% remote position, with an opportunity for a hybrid schedule for candidates in the Chicago, IL metro area and the Ireland office. You will be supporting Keeper's consumer market, providing knowledge and expertise to customers. Keeper's cybersecurity software is trusted globally by millions of individuals and thousands of organizations, and is available in 21 languages and sold in over 120 countries. This role offers the chance to work for one of the fastest-growing cybersecurity companies and gain valuable skills.

Shifts: Sunday to Thursday, 8:30 am to 5:00 pm CST

About Keeper

Keeper Security is a cybersecurity company dedicated to transforming security for people and organizations worldwide. Their affordable and user-friendly solutions are built on a foundation of zero-trust and zero-knowledge security, protecting every user on every device. Keeper's award-winning platform is a privileged access management solution that deploys quickly and integrates seamlessly with various tech stacks and identity applications, offering visibility, security, control, reporting, and compliance for enterprises. Trusted by millions, Keeper is a leader in password management, secrets management, privileged access, secure remote access, and encrypted messaging.

Responsibilities

• Effectively resolve user inquiries via phone, email, chat, and screen sharing accurately and in a timely manner.
• Recognize, document, and alert management to trends in customer interactions.
• Proactively identify product improvements and bugs, reporting and escalating them to management.
• Maintain a positive and professional attitude and image towards all customers and stakeholders.
• Uphold company policies and procedures while maintaining quality in a fast-paced environment.
• Handle confidential data and customer information with care.
• Follow outlined procedures as they pertain to support team guidelines.
• Perform other core role functions as assigned by management.

Requirements

• Experience:
  • 1+ years of experience in a customer service or support role, or equivalent training and certifications.
  • Prior experience in software support is preferred.
  • 2+ years of experience working in a call center environment is preferred.
• Technical Skills:
  • Hands-on proficiency in Microsoft Office Suite and GSuite.
  • Experience working with Smartphones, Tablets, and Computers, including Mac, Android, and Windows operating systems.
• Skills & Attributes:
  • Strong typing skills (40+ WPM).
  • 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.
  • Self-motivated, curious learner, and a team player.
• Preferred:
  • Bilingual (English/Spanish or Italian, Dutch, French).
  • Bachelor's Degree.
• Other:
  • Ability and desire to work a flexible schedule.

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)
• Generous PTO plan that celebrates commitment and seniority (including paid Bereavement/Jury Duty, etc.)
• Above market annual bonuses

Keeper Security, Inc. is an equal opportunity employer and participant.