Edtech.com's Summary

KnowBe4 is hiring a Snr. Director Advanced Support. The role involves leading the Advanced Support Tech and Engineer departments to develop strategic plans, improve team performance, and drive initiatives that enhance customer support operations. The director will implement performance metrics, resolve escalated issues, and collaborate with other departments to maintain high-quality service.

Highlights

Oversee Advanced Support Tech and Engineer departments, focusing on goal achievement and process improvements.
Develop short and long term strategic plans for technical support across the customer base.
Manage team efficiency, effectiveness, and growth, while defining and tracking performance metrics.
Ensure compliance with ticket quality and handling procedures and assist in planning department expansion.
Collaborate with Engineering and Product teams and liaise with other departments to streamline services.
Resolve escalated requests from customers and stay current on customer support best practices.
Analyze customer feedback to identify and address gaps in the customer experience.
Provide recommendations on employee hiring, firing, promotion, and discipline.
Required qualifications include an Associate’s degree in Computer Science or equivalent, 3 years in a high volume call center, 2 years in customer support management, and proficiency with Gmail, Google Docs, MS Office, and web browsers.
Positions open to candidates in the greater Tampa Bay area; benefits include bonuses, tuition and certification reimbursement, adoption assistance, and a relaxed dress code.

Snr. Director Advanced Support Full Description

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

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

The Snr. Director Advanced Support is responsible for overseeing the goals and key functions of the Advanced Support Tech and Engineer departments. They will spearhead process improvements while motivating others to meet the challenges of an extremely customer-focused and metrics-driven organization. They will also be responsible for driving forward looking initiatives.

Responsibilities:

Help to develop short and long term strategic plans to ensure excellent technical support is provided to our entire customer base
Oversee management and staff performance and work to increase team efficiency and effectiveness, while also encouraging team member growth
Define and implement performance metrics to ensure accurate tracking of metrics and continuous improvement of our products and services
Ensure ticket quality and ticket handling processes are followed correctly
Assist in planning expansion and growth in the Advanced Support areas
Ensure continuous resource updates and additions for technicians to reference as needed
Utilize Advanced Support Engineer area to drive improvements in external relations
Liaise as needed with other departments to ensure streamlined services are provided
Maintain strong relations with Engineering and Product teams to continually improve operations
Resolve escalated requests from both internal and external customers as needed
Stay up-to-date on best practices and emerging trends in customer support
Solve complex customer service related issues and put a plan in place to proactively prevent negative service trends
Develop processes to identify and correct gaps in the customer experience based upon customer feedback
Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Qualifications:

Associate’s degree in Computer Science, Information Technology or equivalent experience in a similar field
3 years in a high volume call center environment
2 years in a customer support management role
Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
Excellent verbal and written communications
Excellent time management and organization skills
Strong collaborative and team work skills
Flexibility, integrity and creative problem-solving skills
Ability to build good working relationships across all functions

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/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.

Original Job Description

About KnowBe4

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

Responsibilities:

Help to develop short and long term strategic plans to ensure excellent technical support is provided to our entire customer base
Oversee management and staff performance and work to increase team efficiency and effectiveness, while also encouraging team member growth
Define and implement performance metrics to ensure accurate tracking of metrics and continuous improvement of our products and services
Ensure ticket quality and ticket handling processes are followed correctly
Assist in planning expansion and growth in the Advanced Support areas
Ensure continuous resource updates and additions for technicians to reference as needed
Utilize Advanced Support Engineer area to drive improvements in external relations
Liaise as needed with other departments to ensure streamlined services are provided
Maintain strong relations with Engineering and Product teams to continually improve operations
Resolve escalated requests from both internal and external customers as needed
Stay up-to-date on best practices and emerging trends in customer support
Solve complex customer service related issues and put a plan in place to proactively prevent negative service trends
Develop processes to identify and correct gaps in the customer experience based upon customer feedback
Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Qualifications:

Associate’s degree in Computer Science, Information Technology or equivalent experience in a similar field
3 years in a high volume call center environment
2 years in a customer support management role
Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
Excellent verbal and written communications
Excellent time management and organization skills
Strong collaborative and team work skills
Flexibility, integrity and creative problem-solving skills
Ability to build good working relationships across all functions

Our Fantastic Benefits

Note: An applicant assessment and background check may be part of your hiring procedure.

No recruitment agencies, please.

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Snr. Director Advanced Support

Edtech.com's Summary

Snr. Director Advanced Support Full Description

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