Tech Support Coordinator

🇧🇷In-Person - São Paulo, BrazilR$24K–R$36K/yri1h ago

Corporate Support Technical Support Customer Support Help Desk Ticket Management Customer Service

Summary

Tech Support Coordinator at KnowBe4, a global leader in Human Risk Management, providing technical support to organizations using their HRM+ platform. The role involves supporting customers with security training and risk management solutions across a global user base of 70,000+ organizations.

Key Responsibilities: Provide technical support to KnowBe4 customers, troubleshoot platform issues, and assist with implementation and onboarding of security awareness training solutions. Respond to customer inquiries, document issues, and collaborate with technical teams to resolve problems.

Skills & Tools: Strong technical troubleshooting ability, excellent customer service and communication skills, ability to work in a remote environment, and familiarity with cybersecurity concepts and security awareness training platforms.

Qualifications: High school diploma or equivalent with relevant technical support experience; knowledge of IT systems and cybersecurity is beneficial. Ability to manage multiple customer requests and maintain detailed documentation.

Location: Remote (São Paulo, Brazil)

Compensation: Not provided by employer. Typical compensation for this role is R$2,500 – R$4,000/month based on title, seniority, and location.

Job Description

KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.

Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.

We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.

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 appropriate route unassigned tickets in line with the departmental processes.

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
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

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - 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.