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Tech Support at KnowBe4
Customer Service | Full time
Job details
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 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 Core Support Technician is the first line of contact for customer support, responsible for resolving a wide range of product-related issues and inquiries. This role focuses on providing excellent customer service, troubleshooting KnowBe4 products, and ensuring timely resolution of support tickets. The ideal candidate combines strong technical and time management skills with effective communication abilities to assist customers, collaborate with internal teams, and contribute to overall product improvement.
Responsibilities:
- Assist in the implementation and configuration of KnowBe4 products to meet specific customer needs and environments
- Collaborate with Product team by providing customer feedback for product enhancement
- Communicate directly with customers to gather details as needed to fully define issues or requests
- Work with CSM team to swiftly resolve customer issues
- Investigate and document technical issues
- Manage ticketing queue, ensuring timely resolution of reports and requests
- Apply troubleshooting skills to assist customers with product-related issues
- Conduct technical walkthroughs and webinars of KnowBe4's products
- Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues
Requirements:
- Familiarity with standard concepts, practices and procedures within the IT Security Field
- Minimum of 1 year experience in similar or related position
- Two-year degree preferred
- Familiarity with firewall and email protocols is preferred
- Excellent verbal and written communications
- Fluent in Portuguese
- Highly organized and result-oriented
- Excellent time management and organization skills
- Can demonstrate technical troubleshooting and analysis ability
- Can demonstrate integrity, accountability, respect and commitment
- Strong collaborative and teamwork skills
- Must be able to work with minimal supervision
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.
