Tech Support

Summary

Join KnowBe4 as a Core Support Technician and be the first point of contact for customer support, resolving a wide range of product-related issues. You will provide excellent customer service, troubleshoot KnowBe4 products, and ensure timely resolution of support tickets. This role requires strong technical and time management skills, along with effective communication. You will collaborate with internal teams and contribute to product improvement. KnowBe4 offers a fun and engaging work environment with fantastic benefits. The ideal candidate possesses strong technical skills and a commitment to customer satisfaction.

Requirements

• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Minimum of 1 year experience in similar or related position
• Excellent verbal and written communications
• Fluent in Portuguese
• 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

Responsibilities

• Assist in the implementation and configuration of KnowBe4 products to meet specific customer needs and environments
• Collaborate with Product team by providing customer feedback for product enhancement
• Communicate directly with customers to gather details as needed to fully define issues or requests
• Work with CSM team to swiftly resolve customer issues
• Investigate and document technical issues
• Manage ticketing queue, ensuring timely resolution of reports and requests
• Apply troubleshooting skills to assist customers with product-related issues
• Conduct technical walkthroughs and webinars of KnowBe4's products
• Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues

Preferred Qualifications

• Two-year degree preferred
• Familiarity with firewall and email protocols is preferred

Benefits

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