This position has been filled
This job is no longer accepting applications. Browse open EdTech jobs or view current openings at KnowBe4 or search for Tech Support Coordinator jobs.
Tech Support Coordinator
KnowBe4Summary
The Tech Support Coordinator manages incoming support calls and tickets for KnowBe4, ensuring efficient routing and resolution of technical issues for the Tampa Bay area. This role serves as the first point of contact, triaging issues and coordinating with Tier 1 support representatives.
Job Description
Fast Facts
The Tech Support Coordinator is responsible for managing incoming support calls and tickets, ensuring efficient routing and resolution of technical issues, primarily for the greater Tampa Bay area.
Responsibilities: Field incoming calls, assign support tickets, manage email requests, resolve minor issues, verify Tier 1 rep availability, and communicate with customers for issue clarification.
Skills: Experience with Gmail, Google Docs, MS Office, strong verbal and written communication, time management, organizational skills, and customer service experience.
Qualifications: 2-year degree preferred, one year of phone customer service experience.,
Location: Clearwater, Florida, candidates must be located in the greater Tampa Bay area, hybrid work arrangement.
Compensation: Not provided by employer. Typical compensation ranges for this position are between $40,000 - $50,000.
Clearwater positions open to candidates located in greater Tampa Bay area.
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