Tech Support Coordinator (Hybrid)

KnowBe4 • Full-time • Hybrid in Clearwater, Florida, United States • 1m ago

Fast Facts

The Tech Support Coordinator will handle incoming calls, manage support tickets, and ensure proper ticket routing within the help-desk system for a smoother technical support experience.

Responsibilities: Field and route incoming technical support calls and tickets, ensure proper documentation, and resolve quick issues while scheduling calls for further support as needed.

Skills: Proficiency in Gmail, Google Docs, MS Office, web browsers, along with strong verbal communication and customer service skills.

Qualifications: Preferred 2 year degree and 1 year of phone customer service experience, with excellent organizational skills.

Location: Clearwater, Florida

Compensation: Not provided by employer. Typical compensation ranges for this position are between $40,000 - $55,000.

Clearwater positions open to candidates located in greater Tampa Bay area.

The Tech Support Coordinator is responsible for fielding all incoming calls, assigning support tickets, and determining how to appropriate route unassigned tickets in line with the departmental processes.

Responsibilities:

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 in order 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

Minimum Qualifications: