Consumer Support Specialist

Summary

Join Keeper Security, a rapidly growing cybersecurity company, as a Consumer Support Specialist! This fully remote position (Central or Eastern Time Zone) offers a hybrid schedule option for Chicago-area candidates. You'll be part of a dedicated support team, assisting consumers via phone, chat, and email. Responsibilities include resolving user inquiries, identifying product improvements, and maintaining confidential data. The ideal candidate possesses strong customer service experience, excellent communication skills, and proficiency in Microsoft Office Suite and GSuite. Keeper offers a comprehensive benefits package, including medical, dental, vision, life insurance, 401k, and generous PTO.

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

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 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

Preferred Qualifications

• Bilingual (English/Spanish or Italian, German, French) is a plus
• Prior experience in software support
• 2+ years of experience working in 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