Tech Support Coordinator (Hybrid)

KnowBe4 • Clearwater, FL

125d • Hybrid

About The Position

The Tech Support Coordinator is responsible for fielding all incoming calls, assigning support tickets, and determining how to appropriately route unassigned tickets in line with the departmental processes.

Requirements

• 2 year degree preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• 1 year of phone customer service experience preferred
• Strong verbal and written communications
• Excellent time management and organization skills
• Strong customer service skills

Responsibilities

• Route issue reports and change requests through help-desk systems to the appropriate Support Representative
• Ensure email requests for technical support are entered into the help-desk system and routed properly
• Resolve all issues that can be addressed quickly at this level
• Review support calendars and use messaging software to verify a Tier 1 rep's availability in order to efficiently schedule a call for support
• Communicate directly with customers or end-users to gather details or requirements as needed to fully define issues

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees