Customer Support Specialist (French Speaking)

About the role

GoTo's Customer Care & Success team provides first-line support to customers using AI-driven tools and automation. As a French-speaking Customer Support Specialist working remotely from Hungary, you will handle inquiries about LogMeIn ITSG products (LogMeIn Rescue and LogMeIn Resolve) in French and English.

Key responsibilities

• Handle inbound calls, callback requests and email messages, and initiate test scenarios or remote sessions with customers as needed.
• Lead customer issues end-to-end during the initial interaction, providing thorough troubleshooting and clear, proactive communication.
• Document and manage customer cases in Salesforce and other support systems, adhering to SLA requirements and setting clear expectations.
• Aim for first-contact resolution by handling issues independently and delivering a timely, high-quality experience.
• Gather information and logs from customers, systems and applications to support investigations with next-level support teams.
• Collaborate with next-level support teams on complex issues and keep improving product knowledge and technical skills.

Required profile

• Excellent written and verbal communication in French and English, able to explain complex concepts simply.
• Previous experience in customer-facing IT support with strong troubleshooting and analytical skills, prioritisation and willingness to learn new technologies.
• Proven ability to lead remote support sessions, capture reproduction steps, screenshots and error messages, and collect system or application logs.
• Collaborative mindset, adaptability to change and effective time management.

Required skills

• Solid user-level knowledge of Windows, macOS, Android and iOS.
• Troubleshooting of endpoint, connectivity and access issues, including software installation and configuration, permissions, proxy or firewall issues, unstable networks, login problems and basic MFA/SSO concepts.

What we offer

• Comprehensive health benefits.
• Paid time off, including paid holidays, volunteer days, quarterly self-care days and no-meeting days.
• Tuition reimbursement and learning and development programs.
• Wellness program, confidential Employee Assistance Program, wellness app and coaching.
• Employee communities, ERGs, GoTo Gives and charitable matching.