B2B Customer Support Representative
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Job Description
B2B support representative troubleshooting Keeper’s cybersecurity software for business customers. Handling phone, email, ticket and chat inquiries through Salesforce.
Responsibilities:
- Handle customer requests and feedback via phone and email through Salesforce, including troubleshooting and real-time assistance
- Answer incoming customer calls, tickets and chats regarding product problems, service questions and general client concerns
- Stay up-to-date on product knowledge and collaborate with management and other teams regarding company policy changes
- Escalate in-depth issues to the Tier 2 team when appropriate
- Provide excellent B2B customer service and top-notch support
- Maintain professionalism with customers and establish positive rapport
Requirements:
- 1+ years of experience in a business to business (B2B) technical support role
- Experience with Google Docs and MS-office tools
- Excellent communication and presentation skills, both written and verbal
- Ability to work independently and as part of a team in a fast-paced, high-growth environment
- Proven history of maintaining a high level of professionalism with clients
- Bachelor's degree (preferred)
- Salesforce experience (preferred)
- ServiceNow experience (preferred)
- Technical proficiency with smartphones, tablets and computers (preferred)
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
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