Core Support Manager

Summary

Join KnowBe4 as a Core Support Manager and lead a team of Core Support Technicians. You will be responsible for training staff, ensuring adherence to departmental processes and company policies, and resolving technical support issues. The role involves providing technical leadership, reviewing support ticket quality, communicating job expectations, and monitoring team statistics. You will also handle employee time-off requests, coach subordinates, and provide performance feedback. This position requires strong leadership, communication, and problem-solving skills, along with experience with various software and applications. KnowBe4 offers a fantastic benefits package including company-wide bonuses, employee referral bonuses, adoption assistance, tuition reimbursement, and more.

Requirements

• 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.)
• Strong verbal and written communications
• Excellent time management and organization skills
• Technical capacity
• Leadership
• Collaborative and team work skills
• Problem solving/analysis skills
• Customer/client focused

Responsibilities

• Work directly with Core Support staff and customers to help resolve technical support problems
• Ensure processes are being followed in order to reduce ticket backlog, maintain customer satisfaction, improve first reply times, and address individual ticket queue handling
• Provide technical leadership and training for support reps
• Receive requests for technical assistance and problem resolution from company employees
• Review support ticket quality and ensure ticket handling processes are followed correctly
• Communicate job expectations to the Core Support team
• Exercise sound professional judgment in the analysis of technical support issue in order to: Provide solutions to problems via phone/email or Decide proper level of support required to solve problems
• Monitor team statistics to acknowledge achievements or to determine areas for improvement
• Approve all time off requests
• Coach subordinates and provide performance feedback as needed
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Benefits

• We offer company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• A relaxed dress code