Tech Support Coordinator (Remote) (Position located in São Paulo, Brazil) is hiring a Tech Support Coordinator

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense. Please submit your resume in English. To learn more about our team and office culture in Singapore, Singapore, visit the following links. Careers Page: https://www.knowbe4.com/careers/locations/singapore Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Singapore-Location-EI_IE969384.0,7_IL.8,17_IC3235921.htm The 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 first-line 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 follow-up - Maintain the ticketing system by entering email requests and monitoring the queue - Ensure timely resolution of support tickets through proactive queue management 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