Tech Support Coordinator (Hybrid)

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 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.