What are the responsibilities and job description for the Tech Support Coordinator (Hybrid) position at knowbe4?
About KnowBe4
KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.
Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.
Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.
Clearwater positions open to candidates located in greater Tampa Bay area.
The Tech Support Coordinator is responsible for fielding all incoming calls, assigning support tickets, and determining how to appropriate route unassigned tickets in line with the departmental processes.
Responsibilities:
- Route issue reports and change requests through help-desk systems to the appropriate Support Representative
- Ensure email requests for technical support are entered into the help-desk system and routed properly
- Resolve all issues that can be addressed quickly at this level
- Review support calendars and use messaging software to verify a Tier 1 rep’s availability in order to efficiently schedule a call for support
- Communicate directly with customers or end-users to gather details or requirements as needed to fully define issues
Minimum Qualifications:
- 2 year degree preferred
- Experience with Gmail and Google Docs
- Experience with MS Office (Word and Excel)
- Experience with web browsers (Chrome, Internet Explorer, etc.)
- 1 year of phone customer service experience preferred
- Strong verbal and written communications
- Excellent time management and organization skills
- Strong customer service skills
Our Fantastic Benefits
Note: An applicant assessment and background check may be part of your hiring procedure.
Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
No recruitment agencies, please.
