Customer Support Specialist (IT+ENG // FR+ENG)
Employer · GoTo
Help desk technician
Contact centre agentFull-timeRemote
At GoTo, our Customer Care & Success team helps people get the most out of technology using innovative, AI-driven tools and automation. As a Customer Support Specialist, you will provide first-line support to customers handling inbound calls, callbacks, and emails while using troubleshooting and technical skills to deliver a high-quality support experience.
Tasks
- Responding to customer inquiries related to LogMeIn ITSG products by handling inbound calls, callback requests, and email messages.
- Initiating test scenarios or remote sessions with customers as needed.
- Leading customer issues end-to-end during the initial interaction by providing thorough troubleshooting and clear communication.
- Documenting and managing customer cases in Salesforce and other support systems while adhering to SLA requirements.
- Striving to achieve first-contact resolution whenever possible.
- Gathering relevant information and logs from customers, systems, and applications to support issue investigation.
- Collaborating effectively with next-level support teams to resolve more complex issues.
Conditions & benefits
Comprehensive health benefitsGenerous paid time offIncluding paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting daysTuition reimbursementAccess to instructor-led and on-demand learning and development programsThe Thrive Global Wellness ProgramA confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coachingEmployee-led communities and programsIncluding Employee Resource Groups (ERGs), GoTo Gives, and charitable matching
Requirements
- Excellent communication skills are essential, with the ability to communicate effectively in both written and verbal forms in Italian and English OR in French and English.
- Previous experience in customer-facing IT support with strong troubleshooting and analytical skills.
- Demonstrated ability to lead remote support sessions with customers, accurately capture reproduction steps, screenshots, and exact error messages.
- Solid user-level knowledge of operating systems such as Windows, macOS, Android, and iOS.