Customer Support Specialist (IT+ENG // FR+ENG)

Where you’ll work: Remote (Hungary) Customer Care & Success at GoTo At GoTo , our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience. Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products. Your Day to Day 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 much more.. .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. Leading customer issues end-to-end during the initial interaction whenever possible by providing thorough troubleshooting and clear, proactive customer communication. Documenting and managing customer cases in Salesforce and other support systems, while adhering to SLA requirements and setting clear customer expectations throughout the support process. Striving to achieve first-contact resolution whenever possible 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 to deliver the best possible customer experience. What We’re Looking For As a Customer Support Specialist, your background will look like: 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, and the 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, the ability to prioritize tasks effectively, and a willingness to learn new technologies. Demonstrated ability to lead remote support sessions with customers, accurately capture reproduction steps, screenshots, and exact error messages, and collect relevant system or application logs to...

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