Description
Keeper 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 Keeper
Keeper Security is one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access. Learn why Keeper is trusted by leading organizations to defend against modern adversaries at KeeperSecurity.com.
About the Job
As 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.
Responsibilities
- Answer incoming customer calls, tickets and chats regarding product problems, service questions and general client concerns
- Consistently remain up-to-date on product knowledge and work collaboratively with management and other teams to stay informed of any changes in company policies
- Know when to escalate more in-depth issues to the Tier 2 team
- Provide excellent B2B customer service and top notch support
- Maintain a high level of professionalism with customers and work to establish a positive rapport with each of them
Requirements
- 1+ years of experience in a technical support role
- Experience with Google Docs and MS-office tools
- Excellent communication and presentation skills, both written and verbal
- Ability to work independently and as part of a team in a fast-paced, high-growth environment
- Proven history of maintaining a high level of professionalism with customers
Preferred
- Bachelor's degree
- Salesforce experience
- ServiceNow experience
- Technical proficiency with smartphones, tablets and computers
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
Keeper 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-Exempt
Keeper Candidate Privacy Notice
This 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).
1. Data We Collect
Information You provide:
- Contact details, CV/resume, cover letter
- Employment history, qualifications, work eligibility
- Application responses and uploaded documents
Information We generate:
- Interview notes, assessments, communications
- Scheduling information
Information From Others:
- Recruiter/referral information who submit your profile
- References (with your consent, before final offer)
- Public professional profiles
- Background verification (post offer)
Voluntary Diversity and Equal Opportunity Information
- We 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
2. How We Use Your Data
- Assess your application and suitability
- Manage interviews and recruitment workflow
- Consider 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
3. Legal Basis
- Legitimate Interests (recruitment management, security and integrity of the hiring process)
- Contracting steps (for progressed candidates)
- Legal and regulatory compliance obligations; explicit consent where required
4. Who We Share Information With
Internal:
- HR, hiring managers, interviewers*, IT support for system administration
*Note - diversity and equal opportunity data is not shared with hiring managers.
Third Parties:
Service providers who assist with:
- Applicant tracking, recruitment systems and assessment providers
- Background verification vendors (post offer)
- Recruitment agencies (where applicable)
- Tools to support communication, collaboration and to securely store your data
Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.
5. International Transfers
Your 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.
6. Security
We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.
7. Retention
We keep your data for 24 months from your last application activity, then delete or anonymize it.
Exceptions:
- You opt into our talent database for further retention by providing consent (extended retention)
- You're hired (transfers to employee records)
8. Your Rights
You 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 requirements
- Object to or restrict processing
- Withdraw consent (where applicable)
- Request data portability
- Lodge a complaint with your data protection authority
If 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.
9. Automated Decisions
Keeper does not make hiring decisions using solely automated processing.
10. Contact - Candidates can send privacy questions to: [email protected]
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