Tech Support Coordinator

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

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 communication skills
• Excellent time management and organization skills
• Strong customer service skills

Preferred Qualifications

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

Benefits

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

About the Company

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans.