Remote Tech Support Coordinator

Summary

Join our team at KnowBe4 as a Tech Support Coordinator and be part of a company that values radical transparency, extreme ownership, and continuous professional development. As a key member of the support team, you will be responsible for fielding incoming calls, assigning support tickets, and determining how to route unassigned tickets in line with departmental processes.

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.)
• 1 year of phone customer service experience preferred
• Strong verbal and written communications
• Excellent time management and organization skills
• Strong customer service skills

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

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• Relaxed dress code