Tech Support (Position located in Cape Town, South Africa)

The Tech Support position at KnowBe4 involves working closely with Customer Success Managers and Sales Representatives to assist customers and end-users with troubleshooting issues related to onboarding, platform usage, and other general console problems. The individual in this role will be the first point of contact for resolving help-desk tickets.

Key responsibilities include consulting with customers regarding the implementation and configuration of KnowBe4's products to tailor them to specific needs, testing and configuring products to function in unique environments, and collaborating with the Product team to provide feedback for product enhancements. Additionally, the role involves communicating directly with clients to gather details for issue resolution, working with the Customer Success Management team to quickly address customer issues, and monitoring the ticketing queue to prioritize and ensure timely resolution of reports and change requests.

The ideal candidate should have familiarity with standard concepts, practices, and procedures within the IT Security field, with a minimum of one year of experience in a similar or related position. A two-year degree is preferred. Familiarity with firewall and email protocols is advantageous. Excellent verbal and written communication skills, strong organizational abilities, and the capacity to work with minimal supervision are essential. The candidate should also demonstrate technical troubleshooting and analysis skills, integrity, accountability, respect, commitment, and strong collaborative and teamwork abilities.

KnowBe4 offers company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses, all within a modern, high-tech, and fun work environment. For more details about benefits in each office location, please visit the company's careers page.