Consumer Support Specialist at Keeper Security, Inc.

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About Keeper: 

 

Keeper Security, Inc., ("Keeper®"), an Insight Partners’ portfolio company and the creator of PC Magazine's 2019 Best Password Manager 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.  

 

Shift: Wednesday - Sunday 

Hours: 8:30am to 5:00pm CST

Non-Exempt - Full Time

 

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:

  • 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, identity and reproduce bugs and escalate to management

  • Apply a positive and professional attitude and image for all internal and external customers

  • Maintain quality in a fast-paced environment

  • Uphold company policy and procedures

  • Maintain confidentiality

  • Follow outlined procedures as they pertain to support team guidelines

  • Perform other functions as assigned by management

Qualifications

Minimum Requirements:

 

  • Associate Degree or equivalent work experience

  • At least one year of experience with front end customer service- preferably with SaSS

  • Hands-on Proficiency in Microsoft Office Suite and GSuite

  • Excellent in-person, phone and written customer communication skills

  • Proven experience succeeding in a high volume work environment

  • Ability to manage time effectively and work independently

  • A self-motivated, curious learner and a team player

 

Preferred Requirements:

  • Speaking another language such as Italian, German, Japanese or Portuguese is a plus

  • Prior experience in software support is a plus

  • 2+ years of experience working in call center environment is preferred

  • Ability and desire to work a flexible schedule

  • Bachelor's Degree is preferred

Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages

Location

Great West-Loop Chicago office with roof top deck access (and an office in sunny El Dorado Hills, CA for those who love the West Coast)

An Insider's view of Keeper Security, Inc.

What's something quirky about your company?

We've got some really great personalities in the office, nicknames, inside jokes, etc. Everyone's a big family and we care about each other. I think the quirkiest part about Keeper has to be the people. You're not going to find people like Noah with his dad jokes, Geary the Navy Seal, or Giles doing spot on impressions of everyone just anywhere!

Anne

Senior Inside Sales Representative

What projects are you most excited about?

As far as the most rewarding aspect of my work... that would be seeing the immediate result of what we do, such as seeing the new features we build getting great user reception or watching revenues tick up.

Ibrahim

Software Engineering Team Lead

What makes someone successful on your team?

We’re fortunate to have very special people working at Keeper. They make a sensational product, give our customers awesome support, and have an amazing sense of respect. People who strive for perfection and want to make tomorrow better than today will do very well here. That’s what makes Keeper the best!

Darren

CEO & Co-founder

How do you empower your team to be more creative?

I strive to provide transparency to my team on expectations and how they're performing. As long as they're meeting expectations I encourage them to get creative - there is no perfect process and the best innovation comes from trial and error! With a company growing as quickly as Keeper, there's limitless opportunity to grow and develop new skills.

Connor

Business Sales Development Manager

What projects are you most excited about?

I love the ownership I have to manage marketing campaigns that drive measurable results and grow our business. I see my work in the finished product. Also, there isn’t any red tape here, and we’re encouraged to improve all aspects of the customer journey. I feel awesome about the positive impact our products have which keep our customers safe.

Dan

Director, Digital Marketing

What are Keeper Security, Inc. Perks + Benefits

Keeper Security, Inc. Benefits Overview

Keeper offers a respected work-life balance and a career you can sink your teeth into. You'll work alongside people with a positive attitude who are empowered to make a difference and collaborate with the smartest people on the planet.

Benefits and job perks make a huge difference. At Keeper, we believe benefits are a meaningful piece of the total value proposition and part of what makes Keeper great!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted At team's discretion.
Fitness Subsidies
Professional Development Benefits
Cross functional training encouraged
Promote from within
Customized development tracks

Additional Perks + Benefits

Show Stoppers - A respected work-life balance • A career you can sink your teeth into • Work alongside people with a positive attitude who are empowered to make a difference • Collaborate with the smartest people on the planet • Help dominate the cybersecurity industry which is at the center of attention around the globe.

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