Tech Support Coordinator (Fluent in English) (Hybrid in São Paulo, Brazil)
The Tech Support Coordinator at KnowBe4 is responsible for managing incoming technical support calls and emails, assigning support tickets, and ensuring they are routed appropriately within the department. This role is integral to maintaining efficient support operations and delivering exceptional customer service. KnowBe4 is a global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents.
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 (Chrome, Internet Explorer, etc.), at least one year of phone customer service experience (preferred), strong verbal and written communication skills, excellent time management and organization skills, and strong customer service skills.
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.
The company fosters a culture of radical transparency, extreme ownership, and continuous professional development. Employees are encouraged to be themselves, and the workplace is designed to be welcoming and inclusive. Whether working remotely or in-person, KnowBe4 strives to make every day fun and engaging, with activities such as team lunches, trivia competitions, and local outings.