B2B Customer Support Representative

About Keeper Security

Keeper Security is one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access.

About the Job

As a 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 Customer Support Representative will be 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 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 customers

Preferred

• Bachelor's degree
• Salesforce experience
• ServiceNow experience
• Technical proficiency with smartphones, tablets and computers

Keeper Security 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