Role Snapshot
Tech Support Coordinator at KnowBe4, the global leader in Human Risk Management, providing technical support to organizations using the company's security and training platform. The role supports KnowBe4's mission to help 70,000+ organizations worldwide secure their employees and AI agents against cyberthreats.
Job Description
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. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.
Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.
We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.
Please submit your resume in English.
To learn more about our team and office culture in Singapore, Singapore, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/singapore
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Singapore-Location-EI_IE969384.0,7_IL.8,17_IC3235921.htm
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
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.
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