B2B Customer Support Representative

Keeper Security is hiring a Business Support Specialist to join our B2B support team and deliver exceptional technical support to our enterprise customers. In this role, you will handle client requests, troubleshooting, and onboarding while collaborating closely with our IT Support Team Lead, Support Manager, and Global Director of Business Support.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations globally. Keeper is published in 21 languages and is sold in over 150 countries. Join one of the fastest-growing cybersecurity companies and help ensure our customers receive world-class support while using our industry-leading cybersecurity platform.

About Keeper

Keeper Security is transforming cybersecurity for people and organizations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs, and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey, and secrets management, privileged access, secure remote access, and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at KeeperSecurity.com.

About the Role

The Business Support Specialist will play a key role in ensuring satisfaction and success to our clients. You will manage incoming technical requests from our enterprise clients via phone, email, and chat, as well as conduct onboarding and training sessions, and collaborate with internal teams to deliver fast and effective technical support. This role is ideal for a highly organized, resourceful problem-solver who is passionate about delivering an exceptional customer experience.

Responsibilities

• Respond to incoming client calls, tickets, and chats regarding product issues, service questions, and general client concerns
• Coordinate and deliver onboarding and training sessions for clients
• Collaborate with management to stay current on product knowledge, updates, and company policies
• Troubleshoot technical issues, resolve complaints, and turn challenging situations into positive outcomes
• Provide real-time assistance while maintaining Keeper’s high standard of professional service

• 1+ years of experience in a B2B support role
• Experience communicating with B2B clients at high levels (C-Suite)
• Experience troubleshooting technical issues such as; Password resets, active directory, user migrations, and error messaging
• Experience with Salesforce (or similar CRM platforms)
• Proficiency with Google Docs and Microsoft Office tools
• Strong problem-solving skills with the ability to manage multiple tasks efficiently
• Excellent communication skills with a professional, empathetic, and customer-focused approach
• Bachelor’s degree preferred

Preferred Qualifications

• Experience with ServiceNow
• Technical proficiency with smartphones, tablets, and computers
• Ability to build rapport and maintain a high level of professionalism with clients