Tech Support Coordinator (Cybersecurity)

TL;DR

Tech Support Coordinator (Cybersecurity): Fielding incoming calls and routing support tickets to ensure efficient issue resolution with an accent on first-response management and customer communication. Focus on ticket triage, calendar coordination, and maintaining high-volume support workflows.

Location: Hybrid (2 days in office), São Paulo, Brazil

Company

Global leader in Human Risk Management (HRM+) securing organizations against cyberthreats and AI-powered attacks.

What you will do

• Route issue reports and change requests to the appropriate Support Representatives via help-desk systems.
• Manage email requests and ensure they are accurately entered into the ticketing system.
• Resolve simple technical issues that can be addressed immediately at the coordinator level.
• Coordinate support calendars and verify representative availability to schedule customer calls.
• Communicate directly with customers to gather requirements and define technical issues.

Requirements

• Advanced/Fluent English proficiency (Required).
• Must be based in São Paulo, Brazil for hybrid office attendance.
• Experience with Gmail, Google Docs, and MS Office (Word, Excel).
• Familiarity with common web browsers (Chrome, Internet Explorer, etc.).
• Strong verbal and written communication and organization skills.
• Proven customer service skills.

Nice to have

• 2-year degree.
• 1 year of phone-based customer service experience.

Culture & Benefits

• Company-wide bonuses based on monthly sales targets.
• Employee referral bonuses and adoption assistance.
• Tuition and certification reimbursement, including completion bonuses.
• Modern, high-tech, and fun work environment.