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Core Support Manager (Position located in Tokyo, Japan)

Tokyo, Japan

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team 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, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

Please submit your resume in English.

To learn more about our team and office culture in Tokyo, Japan, visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/tokyo
Glassdoor: https://www.glassdoor.com/Jobs/KnowBe4-Ad-Tokyo-Jobs-EI_IE969384.0,7_KO8,10_IL.11,16_IS5263.htm

The Core Support Manager is responsible for training and managing the activities of the Core Support Technician staff. The ideal candidate will ensure departmental processes are followed and company policies are properly enforced.

Responsibilities:

  • Work directly with Core Support staff and customers to help resolve technical support problems
  • Ensure processes are being followed in order to reduce ticket backlog, maintain customer satisfaction, improve first reply times, and address individual ticket queue handling
  • Provide technical leadership and training for support reps
  • Receive requests for technical assistance and problem resolution from company employees
  • Review support ticket quality and ensure ticket handling processes are followed correctly
  • Communicate job expectations to the Core Support team
  • Exercise sound professional judgment in the analysis of technical support issue  in order to:
    • Provide solutions to problems via phone/email or
    • Decide proper level of support required to solve problems
  • Monitor team statistics to acknowledge achievements or to determine areas for improvement.
  • Approve all  time off requests. 
  • Coach subordinates and provide performance feedback as needed
  • Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Qualifications

  • 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.)
  • Strong verbal and written communications
  • Excellent time management and organization skills
  • Technical capacity
  • Leadership
  • Collaborative and team work skills
  • Problem solving/analysis skills
  • Customer/client focused

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.

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