Tech Support Coordinator

Summary

Join KnowBe4 as a Tech Support Coordinator and become the central point of contact for all incoming support requests. Manage and route support tickets and calls, providing initial assistance and escalating complex issues to the appropriate technicians. You will triage issues, prioritize and categorize them effectively, and communicate with customers to gather information for accurate issue definition. Resolve simple requests promptly and efficiently, coordinate internal requests, and maintain the ticketing system. This role requires strong organizational, communication, and troubleshooting skills, focusing on smooth support operations and customer satisfaction. KnowBe4 offers fantastic benefits including company-wide bonuses, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and more.

Requirements

• 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
• Strong customer service skill

Responsibilities

• Manage and route support requests through the ticketing system to appropriate technicians
• Triage incoming support requests, prioritizing and categorizing issues effectively
• Handle incoming support calls, providing first-line assistance and escalating complex issues
• Communicate with customers to gather detailed information for accurate issue definition
• Resolve simple support requests promptly and efficiently
• Coordinate internal departmental requests, ensuring proper routing and follow-up
• Maintain the ticketing system by entering email requests and monitoring the queue
• Ensure timely resolution of support tickets through proactive queue management

Preferred Qualifications

• 2 year degree preferred
• 1 year of phone customer service experience 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