[Hiring] Customer Support Specialist @GoTo

Role Description

As a Customer Support Specialist, you would act as 1st line support to customers:

• Responding to customer inquiries related to our products by handling inbound calls and callback requests as well as email messages, and initiating test scenarios or remote sessions with customers as needed in Italian and English.
• Taking ownership of user problems and being proactive when dealing with user issues.
• Documenting customer inquiries and issues in Salesforce.
• Gathering information from customers and systems to investigate issues with the help of next-level support.
• Working independently and collaboratively with other teams to solve complex problems while continuously improving knowledge and skills to provide the best possible customer experience.

Qualifications

• Excellent communication skills are essential, with the ability to communicate effectively in both written and verbal forms in Italian and in English.
• Ability to explain complex concepts in a clear and simple manner to all customers.
• Previous experience in customer-facing IT support (assisting with configuring/troubleshooting of software & hardware).
• Strong emphasis on troubleshooting and analytical skills, as well as the ability to prioritize tasks and learn new technologies.
• Being a great team player, sharing best practices, supporting changes positively, and managing time effectively.
• Desire to be ambitious and take advantage of the growth opportunities GoTo provides and to build a career in IT, customer service, or another technology-based field.

Benefits

• Full remote work option within Hungary and on-demand seat in our Astoria office.
• Comprehensive health benefits, life and disability insurance.
• Generous paid time off, paid holidays, volunteer time off, and quarterly self-care days and no meeting days.
• Tuition and reading reimbursement programs to support your continuous learning and professional growth.
• Thrive Global Wellness Program, confidential Employee Assistance Program (EAP), as well as One to One Wellness Coaching.
• Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact.
• Gym reimbursement programs to encourage your physical well-being.
• GoTo performance bonus program to celebrate your impact and contributions.
• Monthly remote work stipend to support your home office expenses.