Consumer Support Specialist, Keeper Security, Inc., IL, US

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 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 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. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats 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: Sunday to Thursday, 8:30am to 5pm 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