Tech Support (Hybrid)

As a Tech Support (Hybrid) at KnowBe4, your main responsibilities include assisting customers with onboarding and troubleshooting issues related to our KMSAT platform. You will work closely with Customer Success Managers and Sales Reps to gather details from clients, prioritize help desk tickets, and guide customers through technical issues. Additionally, you will gather feedback to enhance our products and conduct product demonstrations for clients, ensuring a positive user experience.

To qualify for the Tech Support (Hybrid) position at KnowBe4, a two-year degree is preferred along with at least one year of relevant experience in a similar role. Familiarity with IT security concepts, firewall, and email protocols will benefit candidates. Strong communication and organizational skills are essential, as is the ability to work collaboratively within a team environment.

The Tech Support (Hybrid) role at KnowBe4 is critical in supporting customer success by acting as the first point of contact for technical issues. By resolving help desk tickets efficiently and maintaining communication with clients, you ensure that customers feel valued and supported. Collaborating with the Customer Success Managers, your insights help tailor solutions to meet clients' specific needs, ultimately enhancing their satisfaction with our products.

Successful Tech Support (Hybrid) professionals at KnowBe4 possess strong technical troubleshooting skills, excellent verbal and written communication, and a collaborative spirit. Organizational and time management skills are also crucial, as the role requires prioritizing multiple tasks. Problem-solving abilities and a commitment to integrity and customer service will further enhance your effectiveness and success in this role.

A typical day for a Tech Support (Hybrid) at KnowBe4 includes monitoring the help desk ticketing queue, responding to customer inquiries, troubleshooting technical issues, and collaborating with the Product team to provide feedback. You may conduct product demonstrations and training sessions while documenting findings and engaging in team discussions. Your role adapts daily based on client needs, ensuring a dynamic and fulfilling work environment.

When troubleshooting technical issues, I prioritize gathering comprehensive details from the customer about the problem. I utilize a systematic approach, starting from the simplest solutions to more complex ones, while documenting each step. This method not only resolves issues more efficiently but also enables me to communicate effectively with team members and provide constructive feedback to development.

In my last tech support role, I noticed repeatedly reported issues related to product setup. I took the initiative to create a step-by-step troubleshooting guide that addressed these specific concerns. This not only decreased the number of tickets related to setup queries but also empowered customers with self-service tools that enhanced their experience with the platform.

I manage multiple customer inquiries by prioritizing tasks based on urgency and complexity. Utilizing ticketing tools allows me to keep track of each issue while allocating time effectively. I also ensure to maintain clear communication with each customer, providing updates to keep them informed, which helps in building trust while resolving their issues.

I have significant experience in customer training on tech products, having led several training sessions for users. I focus on understanding the users' needs and tailoring the training to include best practices, step-by-step guides, and real-life scenarios. My approach emphasizes an interactive format that encourages questions and ensures that clients feel confident using the products.

In my experience, effective communication relies on clarity and active listening. I ensure that I repeat back what clients share to confirm understanding and ask probing questions to gather more context. With team members, I maintain an open-door policy for suggestions and feedback, using collaborative tools to keep everyone in the loop about ongoing issues and solutions.

There was a time when a client was frustrated due to recurring issues with our product. I listened patiently to their concerns, empathized with their situation, and assured them I would work to resolve the problem. After the call, I collaborated with the technical team to address the issues and followed up with the client. This approach not only solved the problem but also restored their confidence in our service.

I am familiar with several ticketing systems, remote desktop support tools, and customer relationship management (CRM) software that assist in tech support. These tools enable efficient tracking of customer issues, allow real-time resolution, and facilitate collaboration with team members, thus improving overall service delivery.

I stay updated with the latest trends in IT security by following industry blogs, attending webinars, and participating in relevant online forums. Additionally, I engage in continued education through certifications and training programs that help me understand emerging threats and solutions, which I in turn apply in my role to better assist customers.

When solving a customer issue, I approach collaboration by first analyzing the problem and then involving appropriate team members based on their expertise. I encourage open communication to brainstorm solutions, and I ensure that we agree on a solution path before engaging with the customer to present a unified response.

I am drawn to the Tech Support position at KnowBe4 because of its commitment to improving user experience through robust security education and solutions. I believe that my skills in troubleshooting and customer engagement align perfectly with the company's goals. I’m excited about the opportunity to be part of a collaborative team that prioritizes the customer and continuously seeks ways to enhance product effectiveness.