B2B Customer Support Representative

Description

Keeper Security is seeking a detail oriented, proactive B2B Customer Support Representative to deliver exceptional technical support, onboarding, and platform troubleshooting to our global enterprise clients. This is a 100% remote position from select locations, 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 help empower our enterprise clients through exceptional technical support and customer care.

About Keeper Security

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 B2B Customer Support Representative plays a key role in driving customer satisfaction and long term success for our enterprise clients. In this role, you will manage incoming technical inquiries across phone, email, and chat, host live onboarding and product training sessions, and collaborate with internal teams to deliver rapid, effective technical support. This position is ideal for an organized, highly resourceful problem solver who is dedicated to providing an exceptional customer experience.

Responsibilities

• 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, developing deep knowledge across web, desktop, and mobile vault platforms
• Troubleshoot standard technical issues including password resets, multi factor authentication reconfiguration, user permissions, and basic platform error messages
• Follow established standard operating procedures and identify when issues require escalation to Senior Customer Support Representatives or Junior Systems Support Engineers
• Manage individual ticket queues efficiently to maintain strict response times and high resolution rates
• De escalate challenging customer situations with a calm, empathetic approach to turn friction into positive outcomes
• Own assigned operational tasks and small projects, driving them to completion with minimal direct oversight
• Actively engage in cross team syncs and product briefings to maintain deep alignment on new feature deployments and evolving security protocols
• Exercise independent critical thinking to diagnose ambiguous technical issues and deliver timely resolutions when established 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

Preferred Qualifications

• Relevant entry level industry certifications such as CompTIA Security Plus, CompTIA A Plus, or equivalent technical credentials
• Hands on experience using ServiceNow or Help Scout for case management and incident tracking
• Familiarity with Salesforce, Jira, or equivalent enterprise customer relationship management tools
• Proven background supporting software as a service cloud platforms
• Familiarity with command line interfaces such as Windows PowerShell, macOS Terminal, or basic scripting concepts

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)

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