Tech Support Coordinator (Position located in Sheffield, United Kingdom)

TN United Kingdom; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Tech Support Coordinator to enhance customer satisfaction through effective support management. This role involves handling support requests, triaging issues, and ensuring timely resolutions to maintain smooth operations. The ideal candidate will possess strong communication skills and a knack for troubleshooting. Join a forward-thinking company that values transparency and professional growth in a modern, high-tech environment, where you can thrive and make a real impact on customer experience.

Benefits

Bonuses

Referral incentives

Adoption assistance

Tuition assistance

Certification reimbursements

Relaxed dress code

Qualifications

• 2-year degree preferred with experience in customer service.
• Strong communication and organizational skills are essential.

Responsibilities

• Manage and route support requests via the ticketing system.
• Triaging and prioritizing incoming support issues.

Skills

Gmail

Google Docs

MS Office (Word and Excel)

Customer Service

Time Management

Communication Skills

Education

2-year degree

Tools

Ticketing System

Web Browsers (Chrome, Internet Explorer)

Job description

Tech Support Coordinator (Position located in Sheffield, United Kingdom)

Client:

KnowBe4

Location:

Sheffield, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

afe016c8b82e

Job Views:

10

Posted:

26.04.2025

Expiry Date:

10.06.2025

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 worldwide. We help organizations combat social engineering by training employees to make smarter security decisions daily.

We have been recognized as a great place to work for women, millennials, and in technology for four consecutive years, with certifications and awards including Glassdoor's Best Places To Work. Our team values transparency, ownership, and professional growth in a welcoming environment. Whether remotely or in-office, we foster a fun and engaging culture with activities like team lunches and trivia.

Learn more about our culture in the UK:

• Careers Page
• Glassdoor
• LinkedIn

Role Overview

The Tech Support Coordinator acts as the main contact for support requests, managing tickets and calls, triaging issues, providing initial help, and routing complex problems to technicians. The ideal candidate is organized, communicative, and skilled in basic troubleshooting, aiming to ensure smooth support operations and high customer satisfaction.

Responsibilities

1. Manage and route support requests via the ticketing system
2. Triaging and prioritizing incoming support issues
3. Handling support calls and escalating complex issues
4. Gathering detailed information from customers
5. Resolving simple support requests efficiently
6. Coordinating internal requests and follow-up
7. Maintaining the ticketing system and monitoring queues
8. Ensuring timely resolution of tickets

Minimum Qualifications

1. 2-year degree preferred
2. Experience with Gmail and Google Docs
3. Experience with MS Office (Word and Excel)
4. Experience with web browsers (Chrome, Internet Explorer, etc.)
5. 1 year of phone customer service experience preferred
6. Strong verbal and written communication skills
7. Excellent time management and organizational skills
8. Strong customer service skills

Our Benefits

We offer bonuses, referral incentives, adoption and tuition assistance, certification reimbursements, bonuses for certification completion, and a relaxed dress code, all within a modern, high-tech environment. For detailed benefits, visit our website.

Note: The hiring process may include assessments and background checks.

We are an equal opportunity employer. If accommodations are needed during the application process, please visit our website.

No recruitment agencies, please.