B2B Customer Support Representative

📋 Description

• • Join Keeper Security, a rapidly expanding leader in the cybersecurity space, as a passionate B2B Customer Support Representative. This fully remote position offers a unique opportunity to leverage your expertise and contribute significantly to our dedicated support team, serving clients across the globe. For candidates within the Chicago, IL metro area, there's also the flexibility of a hybrid work schedule.
• • At Keeper, we are committed to providing best-in-class cybersecurity solutions that are trusted by millions of individuals and thousands of organizations worldwide. Our software is available in 23 languages and distributed in over 150 countries, making us a truly global player. By joining our team, you'll not only be part of a fast-growing company but also gain invaluable skills while delivering exceptional technical support.
• • Keeper Security is at the forefront of cybersecurity innovation, pioneering zero-knowledge and zero-trust security architectures designed for any IT environment. Our flagship product, KeeperPAM®, is an AI-enabled, cloud-native platform engineered to safeguard all users, devices, and infrastructure from sophisticated cyber threats. Our commitment to innovation has earned us recognition in the Gartner Magic Quadrant for Privileged Access Management (PAM). We empower organizations to secure passwords, passkeys, infrastructure secrets, and remote connections with robust role-based enforcement, least privilege, and just-in-time access controls. Discover why leading organizations rely on Keeper to defend against modern adversaries by visiting KeeperSecurity.com.
• • As a Customer Support Representative, you will be the primary point of contact for our B2B clients, managing their inquiries and feedback through phone and email using Salesforce. Your role will be crucial in enhancing the customer experience by providing accurate, prompt, and professional assistance. We are looking for a highly organized, proactive individual with a strong problem-solving aptitude who is eager to make a tangible impact.
• • Your core responsibilities will include expertly handling incoming customer calls, support tickets, and live chats. You will address a wide range of issues, from product malfunctions and service-related questions to general client concerns, ensuring each interaction is resolved efficiently and to the customer's satisfaction.
• • Continuous learning and product knowledge are paramount. You will be expected to stay consistently up-to-date with our evolving product suite and collaborate closely with management and cross-functional teams to remain informed about any changes in company policies or procedures. This ensures you always have the most current information to assist our clients.
• • A key aspect of your role will be identifying and escalating more complex technical issues to our Tier 2 support team. This requires a keen understanding of when an issue requires specialized expertise, ensuring a seamless transition and timely resolution for the customer.
• • You will be instrumental in delivering an excellent B2B customer service experience, providing top-notch support that reflects Keeper's commitment to quality and customer satisfaction. Building and maintaining a high level of professionalism with every customer interaction is essential, as is fostering positive rapport to build lasting client relationships.
• • This role demands an individual who thrives in a dynamic, high-growth environment. You must be capable of working independently, taking initiative, and also collaborating effectively as part of a cohesive team. Your ability to manage multiple priorities and adapt to changing demands will be key to your success.
• • By joining Keeper, you become part of a mission-driven company dedicated to making the digital world safer. You will have the opportunity to grow your career, develop specialized skills in cybersecurity support, and contribute to a product that genuinely makes a difference in protecting businesses and individuals from cyber threats.