B2B Customer Support Representative
About Keeper
Keeper Security is transforming cybersecurity for people and organizations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging.
About The Role
This is a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area. As a B2B Customer Support Representative with Keeper, you will handle customer requests and feedback via phone and email through Salesforce (including troubleshooting and real-time assistance). The role requires a highly organized go-getter and problem-solver who seeks to enhance our customer experience by delivering accurate, quick, and professional assistance.
Responsibilities
- Answer incoming customer calls, tickets, and chats regarding product problems, service questions, and general client concerns
- Consistently remain up-to-date on product knowledge and work collaboratively with management and other teams to stay informed of any changes in company policies
- Know when to escalate more in-depth issues to the Tier 2 team
- Provide excellent B2B customer service and top-notch support
- Maintain a high level of professionalism with customers and work to establish a positive rapport with each of them
Requirements
- 1+ years of experience in a business to business (B2B) technical support role
- Experience with Google Docs and MS-Office tools
- Excellent communication and presentation skills, both written and verbal
- Ability to work independently and as part of a team in a fast-paced, high-growth environment
- Proven history of maintaining a high level of professionalism with clients
Preferred Qualifications
- Bachelor's degree
- Salesforce experience
- ServiceNow experience
- Technical proficiency with smartphones, tablets, and computers
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