Customer Support Specialist, French speaking

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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 and LogMeIn Resolve handling inbound calls and callback requests as well as email messages and initiating test scenarios or remote sessions with customers as needed in French 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 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 and configuration, permission-related errors, proxy or firewall-related issues, unstable network conditions, login problems, and basic MFA/SSO concepts. Collaborative mindset with a willingness to share best practices, adapt positively to change, and manage time effectively. 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. S

工作地点：远程（匈牙利）GoTo客户关怀成功团队。在GoTo，我们的客户关怀成功团队帮助人们充分利用技术。我们使用创新的AI驱动工具和自动化，使支持更快、更智能。创造性思维和团队合作是我们解决问题和提升客户体验的核心。加入我们，用你的技能为客户增加价值，并对所有使用我们产品的人产生积极影响。你的日常工作作为客户支持专员，你将为客户提供一线支持：回应与我们的LogMeIn ITSG产品（如LogMeIn Rescue和LogMeIn Resolve）相关的客户咨询，处理来电和回拨请求以及电子邮件消息，并根据需要使用法语和英语与客户启动测试场景或远程会话。尽可能在初次互动期间端到端地主导客户问题，提供全面的故障排除和清晰、主动的客户沟通。在Salesforce和其他支持系统中记录和管理客户案例，同时遵守SLA要求，并在整个支持过程中设定清晰的客户期望。尽可能实现首次联系解决，独立处理客户问题，并提供及时、高质量的支持体验。从客户、系统和应用程序收集相关信息和日志，以支持与下一级支持团队协作进行问题调查。与下一级支持团队有效协作，解决更复杂的问题，同时不断发展产品知识和技术技能，以提供尽可能最佳的客户体验。我们正在寻找什么作为客户支持专员，你的背景应如下：出色的沟通能力至关重要，能够用法语和英语进行有效的书面和口头沟通，并能够以清晰简单的方式向所有客户解释复杂概念。具有面向客户的IT支持经验，具备强大的故障排除和分析能力，能够有效确定任务优先级，并愿意学习新技术。展示出主导客户远程支持会话的能力，准确捕获复现步骤、截图和确切的错误消息，并收集相关系统或应用程序日志，以支持高效的故障排除和在需要时升级。具备Windows、macOS、Android和iOS等操作系统的扎实用户级知识，并具有跨常见终端、连接和访问相关问题的实际故障排除经验，包括软件安装和配置、权限相关错误、代理或防火墙相关问题、不稳定的网络条件、登录问题以及基本MFA/SSO概念。具有协作心态，愿意分享最佳实践，积极适应变化，并有效管理时间。我们提供什么在GoTo，我们关心帮助员工在工作中取得成功，并在生活中感到支持。我们的员工福利和计划旨在支持你的福祉、成长和归属感。以下是作为我们团队一员你可以期待的内容：全面的健康福利丰厚的带薪休假，包括带薪假期、志愿者日、季度自我关怀日和公司指定的无会议日学费报销以及参加讲师主导和按需学习与发展项目的机会Thrive Global健康计划、保密员工援助计划（EAP）、健康应用程序和一对一健康辅导员工领导的社区和项目，包括员工资源小组（ERG）、GoTo Gives和慈善配捐我们努力创造一个每个人都感到受欢迎、受尊重并能够做出贡献的环境。建设归属感文化不仅仅是我们谈论的事情——它是我们每天工作方式的一部分。S

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