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 informatio n.
Shift: Sunday-Thursday
Hours: 12:30am-5:00am 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
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
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
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