Customer Support Representative

About The Company Keeper Security, Inc. is a leading provider of cybersecurity solutions dedicated to transforming how individuals and organizations protect their digital assets. Trusted by millions worldwide, Keeper offers intuitive, end-to-end encrypted software designed to safeguard passwords, secrets, privileged access, and secure remote communications. With a presence in over 150 countries and available in 23 languages, Keeper is committed to delivering innovative security technologies that prevent breaches, reduce help desk costs, and ensure compliance. As a fast-growing cybersecurity company, Keeper continuously strives to enhance its offerings and maintain its position as a leader in the industry, fostering a culture of innovation, inclusivity, and excellence. About The Role We are seeking a passionate and detail-oriented Customer Support Representative to join our B2B Support team. This role is ideal for a proactive problem-solver who thrives in a fast-paced environment and is committed to delivering exceptional customer service. The Customer Support Representative will be responsible for managing customer inquiries via phone and email, troubleshooting technical issues, and providing real-time assistance through Salesforce. This position offers flexibility with a 100% remote work option from select locations, including the possibility of a hybrid schedule for candidates based in the Chicago, IL metro area. The ideal candidate will possess strong communication skills, technical proficiency, and a customer-centric approach to ensure a positive experience for our clients and partners. Qualifications

• Minimum of 1+ years of experience in a technical support role
• Proficiency with Google Docs and MS Office tools
• Excellent written and verbal communication skills
• Strong organizational skills and ability to work independently
• Experience working in a fast-paced, high-growth environment
• Proven professionalism and customer service excellence
• Preferred: ServiceNow experience
• Preferred: Technical proficiency with smartphones, tablets, and computers

Responsibilities

• Respond promptly to incoming customer calls, tickets, and chat inquiries regarding product issues, service questions, and general concerns
• Maintain up-to-date knowledge of Keeper products and collaborate with management and other teams to stay informed of policy changes
• Identify when to escalate complex issues to Tier 2 support for further assistance
• Deliver exceptional B2B customer service and technical support to enhance customer satisfaction
• Establish and maintain a positive rapport with customers through professional communication and effective problem-solving
• Document customer interactions and resolutions accurately within Salesforce
• Participate in ongoing training and development to improve support skills and product knowledge

Benefits

• Medical, Dental, and Vision insurance, including coverage for domestic partnerships
• Employer-paid Life Insurance and Employee/Spouse/Child Supplemental Life Insurance
• Voluntary Short-Term and Long-Term Disability Insurance
• 401(k) plan with 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

Equal Opportunity Keeper Security, Inc. is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate diversity and do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. We participate in the U.S. Federal E-Verify program and promote equal employment opportunities for all qualified applicants.