Tech Support Coordinator Position located in Sheffield United Kingdom
Tech Support Coordinator Position located in Sheffield United Kingdom
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Job Description
About KnowBe4
KnowBe4 the provider of the worlds 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 weve earned numerous other prestigious awards including Glassdoors 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 inperson 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.
To learn more about our team and office culture in England (UK) visit the following links.
Careers Page:4/careers/locations/york
Glassdoor: Tech Support Coordinator serves as the central point of 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 with a focus on maintaining smooth support operations and enhancing customer satisfaction through prompt and effective issue management.
Responsibilities:
- Manage and route support requests through the ticketing system to appropriate technicians
- Triage incoming support requests prioritizing and categorizing issues effectively
- Handle incoming support calls providing firstline assistance and escalating complex issues
- Communicate with customers to gather detailed information for accurate issue definition
- Resolve simple support requests promptly and efficiently
- Coordinate internal departmental requests ensuring proper routing and followup
- Maintain the ticketing system by entering email requests and monitoring the queue
- Ensure timely resolution of support tickets through proactive queue management
- 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
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 preemployment testing or otherwise participating in the employee selection process please visit 4/careers/requestaccommodation.
No recruitment agencies please.
Required Experience:
IC
Employment Type
Full Time
