Consumer Support Specialist; Weekend Shift, Tues - Sat

Remote, US

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.

Join a close knit group of support specialists. 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, 8:30am - 5pm CST

• 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 elevate 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 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

• 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

• 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

• 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

Classification:
Non-Exempt

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.