Consumer Support Specialist (Weekend Shift, Sunday - Thursday)

Responsibilities

• 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 escalate 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 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

Requirements

• 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

Preferred

• 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
• Bachelor's Degree preferred

About the Role

Join a close knit group of support specialists who are crushing it in our industry's space. The Technical 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: Sunday - Thursday, 8:30am - 5pm CST

Preferred

Ability and desire to work a flexible schedule

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)

Above market annual bonuses

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

Keeper Candidate Privacy Notice

This notice explains how Keeper Security processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan).

1.

Data We Collect

Information You provide

• Contact details, CV/resume, cover letter
• Employment history, qualifications, work eligibility
• Application responses and uploaded documents

Information We generate

• Interview notes, assessments, communications
• Scheduling information

Information From Others

• Recruiter/referral information who submit your profile
• References (with your consent, before final offer)
• Public professional profiles
• Background verification (post offer)

Voluntary Diversity and Equal Opportunity Information

We may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements

2.

How We Use Your Data

Assess your application and suitability

Manage interviews and recruitment workflow

Consider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)

Comply with employment law obligations

3.

Legal Basis

Legitimate Interests (recruitment management, security and integrity of the hiring process)

Contracting steps (for progressed candidates)

• Legal and regulatory compliance obligations; explicit consent where required
• 4.
• Who We Share Information With

Internal

• HR, hiring managers, interviewers*, IT support for system administration
• *Note - diversity and equal opportunity data is not shared with hiring managers.

Service providers who assist with

• Applicant tracking, recruitment systems and assessment providers
• Background verification vendors (post offer)

Recruitment agencies (where applicable)

• Tools to support communication, collaboration and to securely store your data
• Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.
• 5.

International Transfers

Your data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws.

6.

Security

• We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.
• 7.

Retention

We keep your data for 24 months from your last application activity, then delete or anonymize it.

Exceptions

You opt into our talent database for further retention by providing consent (extended retention)

You're hired (transfers to employee records)

8.

Your Rights

• You have the following rights and can contact us at the email below to exercise them:
• Access, correct, or delete your data, subject to applicable law and retention requirements
• Object to or restrict processing
• Withdraw consent (where applicable)
• Request data portability

Lodge a complaint with your data protection authority

If you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law.

When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights.

9.

Automated Decisions

• Keeper does not make hiring decisions using solely automated processing.
• 10.
• Contact
• Candidates can send privacy questions to: [email protected]