Tech Support Coordinator (Position located in Singapore)
The Tech Support Coordinator at KnowBe4 serves as the primary contact for incoming support requests, managing the flow of tickets and calls within the support department. This role is crucial in triaging issues, providing initial assistance, and ensuring efficient routing of complex problems to appropriate technicians. The ideal candidate excels in organization, communication, and basic troubleshooting, focusing on maintaining smooth support operations and enhancing customer satisfaction through prompt and effective issue management.
Key responsibilities include managing and routing support requests through the ticketing system to appropriate technicians, triaging incoming support requests by prioritizing and categorizing issues effectively, and handling incoming support calls by providing first-line assistance and escalating complex issues. The coordinator will also communicate with customers to gather detailed information for accurate issue definition, resolve simple support requests promptly, coordinate internal departmental requests, maintain the ticketing system by entering email requests and monitoring the queue, and ensure timely resolution of support tickets through proactive queue management.
The position requires a two-year degree (preferred), experience with Gmail and Google Docs, proficiency in MS Office (Word and Excel), and familiarity with web browsers such as Chrome and Internet Explorer. A minimum of one year of phone customer service experience is preferred. Strong verbal and written communication skills, excellent time management and organization abilities, and strong customer service skills 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.
The company values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, KnowBe4 strives to make every day fun and engaging, offering team lunches, trivia competitions, and local outings to foster a vibrant company culture.