B2B Customer Support Representative
New
K
Keeper SecurityCybersecurity software
Location: Remote, US; 100% remote position from select locationsFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 1+ years of experience in a business to business technical support environment
- Required Skills
- AndroidMicrosoft OfficeGoogle WorkspaceServiceNowiOS
Requirements
- Have 1+ years of experience in a business-to-business technical support environment.
- Communicate professionally with business stakeholders at all organizational levels.
- Have hands-on experience troubleshooting software across Windows, macOS, iOS, and Android.
- Manage an active case queue while maintaining accuracy.
- Demonstrate strong written and verbal communication skills and a customer-focused mindset.
- Be proficient with Google Workspace and Microsoft Office productivity suites.
- Demonstrate resourcefulness, self-motivation, and adaptability.
- Have a baseline understanding of digital security, credential management, or enterprise identity concepts.
- Demonstrate working knowledge of identity and access management fundamentals.
- Understand browser extension mechanics, web caching, certificate handling, and desktop and mobile operating-system settings.
- Preferred: hold an entry-level certification such as CompTIA Security+, CompTIA A+, or an equivalent technical credential.
- Preferred: have hands-on experience with ServiceNow or Help Scout for case management and incident tracking.
- Preferred: be familiar with Salesforce, Jira, or equivalent enterprise customer relationship management tools.
- Preferred: have experience supporting SaaS cloud platforms or familiarity with command-line interfaces such as Windows PowerShell or macOS Terminal.
Responsibilities
- Manage incoming tickets, chats, and calls to resolve platform inquiries, account setup requests, and foundational product questions.
- Host live troubleshooting calls to guide clients through platform features and resolve technical roadblocks.
- Develop knowledge of Keeper Security products across web, desktop, and mobile vault platforms.
- Troubleshoot password resets, multi-factor authentication reconfiguration, user permissions, and basic platform errors.
- Escalate issues that require support from Senior Customer Support Representatives or Junior Systems Support Engineers.
- Manage individual ticket queues to maintain response times and resolution rates.
- De-escalate challenging customer situations with a calm, empathetic approach.
- Complete assigned operational tasks and small projects with minimal direct oversight.
- Participate in cross-team syncs and product briefings on feature deployments and security protocols.
- Diagnose ambiguous technical issues and deliver timely resolutions when documentation is unavailable.
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