B2B Customer Support Representative

DescriptionKeeper is hiring a passionate Customer Support Representative to contribute knowledge and expertise to our B2B Support team. This can be a 100% remote position from select locations 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 is sold in over 150 countries. Join one of the fastest growing cybersecurity companies and gain valuable skills while providing best-in-class technical support to Keeper customers.About KeeperKeeper Security is transforming cybersecurity for people and organizations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at KeeperSecurity.com.About The JobAs 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.ResponsibilitiesAnswer incoming customer calls, tickets and chats regarding product problems, service questions and general client concernsConsistently remain up-to-date on product knowledge and work collaboratively with management and other teams to stay informed of any changes in company policiesKnow when to escalate more in-depth issues to the Tier 2 teamProvide excellent B2B customer service and top notch supportMaintain a high level of professionalism with customers and work to establish a positive rapport with each of themRequirements1+ years of experience in a technical support roleExperience with Google Docs and MS-office toolsExcellent communication and presentation skills, both written and verbalAbility to work independently and as part of a team in a fast-paced, high-growth environmentProven history of maintaining a high level of professionalism with customersPreferredBachelor's degreeSalesforce experienceServiceNow experienceTechnical proficiency with smartphones, tablets and computersBenefitsMedical, Dental & Vision (Inclusive of domestic partnerships)Employer Paid Life Insurance & Employee/Spouse/Child Supplemental lifeVoluntary Short/Long Term Disability Insurance401k (Roth/Traditional)A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)Above market annual bonusesKeeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.Classification: Non-ExemptKeeper Candidate Privacy NoticeThis notice explains how Keeper Security processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan). Data We CollectInformation You ProvideContact details, CV/resume, cover letterEmployment history, qualifications, work eligibilityApplication responses and uploaded documentsInformation We GenerateInterview notes, assessments, communicationsScheduling informationInformation From OthersRecruiter/referral information who submit your profileReferences (with your consent, before final offer)Public professional profilesBackground verification (post offer)Voluntary Diversity and Equal Opportunity InformationWe may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements How We Use Your DataAssess your application and suitabilityManage interviews and recruitment workflowConsider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)Comply with employment law obligations Legal BasisLegitimate Interests (recruitment management, security and integrity of the hiring process)Contracting steps (for progressed candidates)Legal and regulatory compliance obligations; explicit consent where required Who We Share Information WithInternalHR, hiring managers, interviewers*, IT support for system administrationNote - diversity and equal opportunity data is not shared with hiring managers.Third PartiesService providers who assist with:Applicant tracking, recruitment systems and assessment providersBackground verification vendors (post offer)Recruitment agencies (where applicable)Tools to support communication, collaboration and to securely store your dataKeeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place. International TransfersYour data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws. SecurityWe implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards. RetentionWe keep your data for 24 months from your last application activity, then delete or anonymize it.ExceptionsYou opt into our talent database for further retention by providing consent (extended retention)You're hired (transfers to employee records) Your RightsYou have the following rights and can contact us at the email below to exercise them:Access, correct, or delete your data, subject to applicable law and retention requirementsObject to or restrict processingWithdraw consent (where applicable)Request data portabilityLodge a complaint with your data protection authorityIf you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law.When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights. Automated DecisionsKeeper does not make hiring decisions using solely automated processing. Contact - Candidates can send privacy questions to: privacy@keepersecurity.com