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Tech Support Coordinator (Position located in Melbourne, Australia)

Tech Support Coordinator at KnowBe4 in Melbourne, Australia.
KnowBe4
On-Site
Australia
Undisclosed salary
Job Description
KnowBe4 is seeking a Tech Support Coordinator to be the central point of contact for incoming support requests. The Tech Support Coordinator will manage 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.

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

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

KnowBe4 offers:
  • Company-wide bonuses based on monthly sales targets
  • Employee referral bonuses
  • Adoption assistance
  • Tuition reimbursement
  • Certification reimbursement
  • Certification completion bonuses
  • A relaxed dress code
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KnowBe4

KnowBe4 is a leading security awareness training and simulated phishing platform provider, empowering organizations worldwide to combat social engineering. By educating employees to make informed security decisions, KnowBe4 helps manage the ongoing threat of human error. Recognized as a top workplace, the company fosters a welcoming environment that values transparency, ownership, and continuous professional development. Through engaging activities and a commitment to innovation, KnowBe4 cultivates a positive and collaborative culture for its employees.

All Jobs at KnowBe4 (59)