Tech Support Coordinator (Remote) (Position located in São Paulo, Brazil)
The Tech Support Coordinator at KnowBe4 is responsible for managing incoming support calls, assigning support tickets, and appropriately routing unassigned tickets in accordance with departmental processes. This role is integral to the customer support team, ensuring efficient handling of technical issues and maintaining high customer satisfaction. KnowBe4 is a global leader in Human Risk Management, dedicated to helping organizations build strong security cultures and defend against emerging AI-powered threats.
Key responsibilities include routing issue reports and change requests through help-desk systems to the appropriate support representatives, ensuring email requests for technical support are properly entered and routed, resolving issues that can be addressed at this level, reviewing support calendars to schedule calls efficiently, and communicating directly with customers to gather necessary details to fully define issues.
The ideal candidate should have a two-year degree (preferred), experience with Gmail and Google Docs, proficiency in MS Office (Word and Excel), familiarity with web browsers such as Chrome and Internet Explorer, and at least one year of phone customer service experience (preferred). Strong verbal and written communication skills, excellent time management and organization abilities, and a commitment to providing exceptional customer service are essential.
KnowBe4 offers company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses. The work environment is modern, high-tech, and fun, promoting a positive and engaging atmosphere for all employees.
Joining KnowBe4 means becoming part of a company that values radical transparency, extreme ownership, and continuous professional development. The organization fosters a welcoming workplace that encourages employees to be themselves, with opportunities for growth and engagement through team activities and a supportive culture.