What are the responsibilities and job description for the Tech Support (Hybrid) position at KnowBe4?
Clearwater positions open to candidates located in greater Tampa Bay area.
The Tech Support (Tier 1) position works in conjunction with the Customer Success Managers and Sales Reps to assist our customers and/or end-users with troubleshooting issues related to onboarding, platform use and other general KMSAT console problems. This position will be first responders in resolving help desk tickets and ensuring an awesome customer experience.
Responsibilities:
- Work with customers or end-users regarding the set-up and configuration of KnowBe4’s products to customize it to suit their needs
- Test and configure KnowBe4’s products and customize it so that it could function in each customer’s unique environment
- Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products
- Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements, as well as new product ideas and enhancements to the KMSAT console
- Work collaboratively with CSM team to quickly resolve customer’s issues
- Investigate and document technical issues and communicate any trends or patterns to the Research & Development team
- Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests
- Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
- Investigate and document issue reports and communicate findings to development team or clients as required
- Present product demonstrations to customers and/or end-users
- Train customers and end-users on how to best use our training platform including our best practices to fully deploy the training to its employees
- Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert
Minimum Qualifications:
- Two-year degree preferred
- Familiarity with standard concepts, practices and procedures within the IT Security Field
- Minimum of 1 year experience in similar or related position
- Familiarity with firewall and email protocols is preferred
- Excellent verbal and written communications
- Highly organized and result-oriented
- Excellent time management and organization skills
- Can demonstrate technical troubleshooting and analysis ability
- Can demonstrate integrity, accountability, respect and commitment
- Strong collaborative and teamwork skills
- Must be able to work with minimal supervision
