Consumer Support Specialist (Night Shift)
Keeper Security
Description
Keeper is hiring a passionate 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 is 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 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 Role
Join a close knit group of support specialists who are crushing it in our industry's space. The 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: Tuesday to Saturday, 4:30pm to 1am 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 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 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
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: privacy@keepersecurity.com