Customer Support Specialist (Italian Speaking)

About the role

GoTo's Customer Care & Success team provides first-line support to customers using AI-driven tools and automation. As a Customer Support Specialist working remotely from Hungary, you will handle inbound calls, callback requests, emails and initiate test scenarios or remote sessions with customers in Italian and English.

Key responsibilities

• Handle customer inquiries about LogMeIn ITSG products such as LogMeIn Rescue and LogMeIn Resolve.
• Lead customer issues end-to-end during the initial interaction, with thorough troubleshooting and proactive communication.
• Document and manage customer cases in Salesforce and other support systems, following SLA requirements.
• Aim for first-contact resolution and gather logs and information to support escalation to next-level support teams.
• Collaborate with next-level support teams on complex issues and keep improving product knowledge.

Required profile

• Excellent written and verbal communication in Italian and English, able to explain complex concepts simply.
• Previous experience in customer-facing IT support with strong troubleshooting and analytical skills.
• Ability to lead remote support sessions, capture reproduction steps, screenshots and error messages, and collect system or application logs.
• Willingness to learn new technologies and to prioritize tasks effectively.

Required skills

• Solid user-level knowledge of Windows, macOS, Android and iOS.
• Hands-on troubleshooting of common endpoint, connectivity and access issues, including software installation.

What we offer

• Health benefits and generous paid time off, including 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.