Tech Support Coordinator (Hybrid)

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. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

Please submit your resume in English.

To learn more about our team and office culture in São Paulo, Brazil, visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/sao-paulo
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-S%C3%A3o-Paulo-Location-EI_IE969384.0,7_IL[…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg
LinkedIn: https://www.linkedin.com/company/knowbe4/life/brazil/

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. While this role is located in Brazil, it supports our global customers; therefore, a high verbal English proficiency is required. This is a high-volume, fast-paced role—you will be the "first responder" for a heavy flow of incoming calls and requests. This role is hybrid, 2 days in office, in São Paulo. 

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

Minimum Qualifications:

• 2 year degree preferred
• Experience with Gmail and Google Docs
  
• Advanced/Fluent English (Required)
• 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

Our Fantastic 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.