Technical Consumer Support Specialist

Keeper is hiring a passionate Technical Consumer Support Specialist to contribute knowledge and expertise to our B2C Support team. This is a 100% remote position from select locations (Central, Mountain, or Eastern Time Zones) with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations globally. Keeper is published in 23 languages and sold in over 150 countries. Join one of the fastest-growing cybersecurity companies and gain valuable skills while supporting and guiding our consumer market in this pivotal role!

About the Role

Join a close-knit group of support specialists who are excelling in their industry. The Technical Consumer Support Specialist responds to inbound calls, chats, and emails from Keeper’s consumer customers. They provide a high level of service, ensure customers understand product features and benefits, and provide accurate product and service information.

Shift: Sunday - Thursday, 8:30am - 5pm CST

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, identify and reproduce bugs, report, and escalate to management
• Apply a positive and professional attitude and image for all customers and stakeholders
• Maintain quality in a fast-paced environment
• Ability to uphold company policy and procedures
• Maintain confidential data and customer information
• Follow outlined procedures as they pertain to support team guidelines
• Ability and drive to perform other core role functions as assigned by management

Requirements

• 1+ years of experience in a customer service or support role or equivalent training and certifications
• Hands-on proficiency in Microsoft Office Suite and GSuite
• Experience working with smartphones, tablets, and computers with Mac, Android, and Windows operating systems
• Must have strong typing skills - i.e., 40+ wpm
• Must be polite, organized, punctual, and detail-oriented
• Empathetic and patient with a customer-first mindset
• Excellent communication skills, both verbal and written
• Proven experience succeeding in a high-volume work environment with the ability to multitask
• Ability to manage time effectively while working independently
• Act as a self-motivated, curious learner and a team player

Preferred

• Bilingual (English/Spanish or Italian, Dutch, French) is a plus
• Prior experience in software support
• 2+ years of experience working in a call center environment is preferred
• Ability and desire to work a flexible schedule
• Bachelor’s Degree preferred

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