Tech Support

Summary

Join KnowBe4 as a Tech Support professional and collaborate with Customer Success Managers and Sales Representatives to provide technical assistance to clients. You will be the first point of contact for resolving help-desk tickets, troubleshooting onboarding issues, and addressing platform usage problems. Responsibilities include consulting with clients on product implementation and configuration, testing and configuring products for various environments, and providing feedback to the Product team for enhancements. You will also investigate and document technical issues, communicate with clients, and train customers on platform usage. This role requires strong troubleshooting and problem-solving skills, excellent communication abilities, and the ability to work collaboratively. The position offers company-wide bonuses, employee referral bonuses, adoption assistance, tuition reimbursement, and more.

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
• 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

• Consult with the organization’s customers or end-users regarding the implementation and configuration of KnowBe4’s products to modify it to suit the customer’s needs
• Test and configure KnowBe4’s products and modify 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
• Consult with customers for new product ideas and enhancements related to the KMSAT console
• Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements
• 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 technical walk throughs to customers
• Work with the sales reps and CSMs to give demonstrations of the KMSAT console to the customers and/or end-users
• Train customers and end-users on how to best use our training platform including the discussion of 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
• Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products by consulting with customers for new product ideas and enhancements related to the KMSAT console

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
• A relaxed dress code