Tech Support Coordinator

KnowBe4; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading cybersecurity training provider in Sheffield is looking for a Tech Support Coordinator. This role involves managing incoming support requests and ensuring efficient ticket routing. Ideal candidates possess strong organizational and communication skills, with a preference for a 2-year degree. Additional skills include proficiency in Gmail, Google Docs, and MS Office, along with a solid background in customer service. The work environment is modern and employee-focused, promoting development and engagement.

Benefits

Company-wide bonuses

Employee referral bonuses

Tuition reimbursement

Certification reimbursement

Relaxed dress code

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.

Responsibilities

• Manage and route support requests through the ticketing system.
• Triage incoming support requests effectively.
• Handle incoming support calls and escalate complex issues.
• Communicate with customers to gather detailed information.
• Resolve simple support requests promptly.
• Coordinate internal departmental requests.
• Maintain the ticketing system by entering email requests.
• Ensure timely resolution of support tickets.

Skills

Organization

Communication

Basic troubleshooting

Customer service

Time management

Education

2 year degree preferred

Tools

Gmail

Google Docs

MS Office (Word and Excel)

Web browsers (Chrome, Internet Explorer)

Job description

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.

To learn more about our team and office culture in England (UK)

• Careers Page:
• Glassdoor:
• LinkedIn:

Tech Support Coordinator

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

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit .

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.