B2B Customer Support Representative, EMEA
Keeper is hiring a passionate Customer Support Representative to contribute knowledge and expertise to our EMEA B2B Support team. Qualified candidates must permanently reside in Ireland. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office, or fully remote for those living outside a commutable distance.
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 B2B Customer Support Representative 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- Answer incoming customer calls, tickets and chats regarding product problems, service questions and general client concerns
- Consistently remain up-to-date on product knowledge and work collaboratively with management and other teams to stay informed of any changes in company policies
- Know when to escalate more in-depth issues to the Tier 2 team
- Provide excellent B2B customer service and top notch support
- Maintain a high level of professionalism with customers and work to establish a positive rapport with each of them
- 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
- Experience with ServiceNow
- Technical proficiency with smartphones, tablets, and computers
- Ability to build rapport and maintain a high level of professionalism with clients
- Onsite lunches
- Private healthcare (no wait period)
- Pension contribution (no wait period)
- Sick Pay
- Bike-to-Work Scheme (if local)
Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Classification: Non-Exempt