Tech Support Coordinator

1w1 week ago

KnowBe4, Inc.

São Paulo, BR · Full-time · BRL 60,000 – BRL 96,000

About this role

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. The Tech Support Coordinator fields all incoming calls, assigns support tickets, and routes unassigned tickets in line with departmental processes. We're pioneering a new era of security, AI-powered since 2016.

This role involves routing 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 for efficient call scheduling. Communicate directly with customers or end-users to gather details or requirements as needed. To learn more about our team and office culture in São Paulo, Brazil, visit our careers page, Glassdoor, and LinkedIn links.

Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to build strong security cultures. We help organizations understand, measure, and reduce human risk across their workforce against deepfakes and emerging AI-powered threats. True resilience protects our people, data, and planet.

Requirements

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

Field all incoming calls
Assign support tickets
Route unassigned tickets in line with departmental processes
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 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