B2B Customer Support Representative

🔥 12 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 60 days.
• No salary listed.

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Keeper Security, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 Private Equity Round - Keeper Security on 2023-05

Cybersecurity • SaaS • Enterprise

Keeper Security, Inc. is a cybersecurity company that delivers cloud-first, zero-trust privileged access management (PAM) and password management solutions. Its KeeperPAM platform, secrets manager, endpoint privilege manager, and related products secure credentials, sessions, and remote access for enterprises, MSPs, and public-sector organizations using end-to-end encryption and a zero-knowledge architecture. Keeper operates primarily as a SaaS provider, emphasizes stringent compliance (FedRAMP, ISO, SOC 2, FIPS, PCI DSS, HIPAA), and is focused on preventing data breaches and managing privileged access across large-scale environments.

📋 Description

• Maintain a daily pipeline of incoming tickets, chats, and calls to resolve platform inquiries, account setup requests, and foundational product questions • Host live troubleshooting calls with clients to guide them through platform features and resolve technical roadblocks • Master the core Keeper Security product suite across web, desktop, and mobile vault platforms • Troubleshoot password resets, multi-factor authentication reconfiguration, user permissions, and basic platform error messages • Follow standard operating procedures and escalate issues to Senior Customer Support Representatives or Junior Systems Support Engineers when needed • Manage individual ticket queues efficiently to maintain strict response times and high resolution rates • De-escalate challenging customer situations with a calm, empathetic approach • Own assigned operational tasks and small projects through completion with minimal direct oversight • Engage in cross-team syncs and product briefings on new feature deployments and evolving security protocols • Diagnose ambiguous technical issues and deliver timely resolutions when documentation is unavailable

🎯 Requirements

• 1+ years of experience in a business to business technical support environment • Experience communicating professionally with business stakeholders at all organizational levels • Hands on experience troubleshooting software issues across operating systems including Windows, macOS, iOS, and Android • Strong multitasking skills with the ability to manage an active case queue while maintaining accuracy • Exceptional written and verbal communication skills with a customer focused mindset • Proficiency with Google Workspace and Microsoft Office productivity suites • High degree of resourcefulness, self motivation, and adaptability in fast paced environments • Baseline understanding of digital security, credential management, or basic enterprise identity concepts • Demonstrated working knowledge of identity and access management fundamentals • Solid technical understanding of browser extension mechanics, web caching, certificate handling, and multiplatform operating system settings across desktop and mobile devices • Relevant entry level industry certifications such as CompTIA Security Plus, CompTIA A Plus, or equivalent technical credentials preferred • Hands on experience using ServiceNow or Help Scout for case management and incident tracking preferred • Familiarity with Salesforce, Jira, or equivalent enterprise customer relationship management tools preferred • Proven background supporting software as a service cloud platforms preferred • Familiarity with command line interfaces such as Windows PowerShell, macOS Terminal, or basic scripting concepts 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) • 100% remote position for select locations, with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area

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