[Hiring] Customer Support Specialist @GoTo

Role Description

As a Customer Support Specialist, you would provide first-line support to customers:

• Responding to customer inquiries related to our LogMeIn ITSG products, like LogMeIn Rescue, LogMeIn Resolve, and more.
• Handling inbound calls, callback requests, and email messages while initiating test scenarios or remote sessions with customers in Italian and English.
• Leading customer issues end-to-end during the initial interaction by providing thorough troubleshooting and clear, proactive customer communication.
• Documenting and managing customer cases in Salesforce and other support systems, adhering to SLA requirements and setting clear customer expectations throughout the support process.
• Aiming for first-contact resolution by handling customer issues independently and delivering a timely, high-quality support experience.
• Gathering relevant information and logs from customers, systems, and applications to support issue investigation in collaboration with next-level support teams.
• Collaborating effectively with next-level support teams to resolve more complex issues while continuously developing product knowledge and technical skills.

Qualifications

• Excellent communication skills in both written and verbal forms in Italian and English.
• Ability to explain complex concepts in a clear and simple manner to all customers.
• Previous experience in customer-facing IT support with strong troubleshooting and analytical skills.
• Ability to prioritize tasks effectively and a willingness to learn new technologies.
• Demonstrated ability to lead remote support sessions with customers.
• Solid user-level knowledge of operating systems such as Windows, macOS, Android, and iOS.
• Hands-on troubleshooting experience across common endpoint, connectivity, and access-related issues, including software installation.

Requirements

• Ability to accurately capture reproduction steps, screenshots, and exact error messages.
• Collect relevant system or application logs to support efficient troubleshooting and escalation when needed.

Benefits

• Comprehensive health benefits.
• Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days.
• Tuition reimbursement and access to instructor-led and on-demand learning and development programs.
• The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app, and one-on-one wellness coaching.
• Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching.