Advanced Support Technician (Located in Melbourne, Victoria)

📋 Description

• Resolve complex, escalated customer inquiries related to KnowBe4 products efficiently and thoroughly
• Assist Core Support Technicians with challenging technical questions and issues
• Handle escalated support tickets for all customer types, including Enterprise and Strategic
• Document technical issues accurately and provide detailed solutions in support tools
• Apply advanced troubleshooting skills to resolve intricate product-related issues
• Write comprehensive bug reports for the Engineering team to facilitate issue resolution

🎯 Requirements

• 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
• Two-year degree preferred
• Excellent verbal and written communications
• Highly organized and result-oriented

🎁 Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses