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

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.

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 support efficient troubleshooting and escalation when needed.
• Solid user-level knowledge of operating systems such as Windows, macOS, Android, and iOS, combined with hands-on troubleshooting experience across common endpoint, connectivity, and access-related issues, including software installation

What We Offer

At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here’s what you can expect as part of our team:

• 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

We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn’t just something we talk about - it’s part of how we work every day.

Specific benefits and offerings may vary by country in line with local regulations and market practices.

At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.

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.