Tech Support (Fluent in English & Spanish)
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/
Job Summary
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.
Key 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
Technical Skills & Qualifications
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
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
Fluent in English & Spanish