Consumer Support Specialist
About Keeper:
Keeper Security is transforming the way businesses and individuals protect their passwords and sensitive digital assets to significantly reduce cyber theft. As the leading password security platform, Keeper helps millions of people and thousands of businesses substantially mitigate the risk of a data breach. Keeper is SOC 2 Certified, ISO 27001 Certified and utilizes best-in-class encryption to safeguard its customers.
Job Summary:
The Consumer Support Specialist answers / follows up on inbound calls, chats, and emails from Keeper Security’s Consumer customers to provide a high level of service, ensure customers understand product features and benefits, and also provide accurate product and service information.
Responsibilities:
Identify, research, notate and resolve customer emails, chats or calls.
Recognize, document and alert Management of trends in customer calls, chats or emails.
Recommend process improvements based on interactions with customers and the customer experience.
Escalate calls, chats or emails as outlined.
Apply a positive and professional attitude and image for all internal and external customers
Uphold company policy and procedures.
Ability to maintain confidentiality.
Follow outlined procedures as they pertain to support team guidelines.
Perform other functions as assigned by management
Qualifications
Minimum Requirements:
High school diploma or GED
At least one year customer service in telephone environment
Proven experience succeeding in a high volume work environment
Experience dealing with customer complaints
Preferred Requirements:
Speaking another language such as Spanish, Italian, German or Portuguese is a plus.
Flexibility and ability to quickly adapt to change
Proven computer skills required (word processing, data entry, internet, spreadsheets)
Proficiency in Microsoft Office Suite and Google
Proven experience succeeding in a high volume work environment
Bachelor's Degree