Clearwater positions open to candidates located in greater Tampa Bay area.
The Tech Support (Tier 1) position works in conjunction with the Customer Success Managers and Sales Reps to assist our customers and/or end-users with troubleshooting issues related to onboarding, platform use and other general KMSAT console problems. This position will be first responders in resolving help desk tickets and ensuring an awesome customer experience.
Responsibilities:
Work with customers or end-users regarding the set-up and configuration of KnowBe4's products to customize it to suit their needs
Test and configure KnowBe4's products and customize it so that it could function in each customer's unique environment
Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4's products
Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements, as well as new product ideas and enhancements to the KMSAT console
Work collaboratively with CSM team to quickly resolve customer's issues
Investigate and document technical issues and communicate any trends or patterns to the Research & Development team
Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests
Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
Investigate and document issue reports and communicate findings to development team or clients as required
Present product demonstrations to customers and/or end-users
Train customers and end-users on how to best use our training platform including our best practices to fully deploy the training to its employees
Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert
Minimum Qualifications:
Two-year degree preferred
Familiarity with standard concepts, practices and procedures within the IT Security Field
Minimum of 1 year experience in similar or related position
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