Customer Support Specialist, French Speaking

This is a fully remote position, open to applicants in Hungary.

📋 Description

• Provide first-level support to customers utilizing LogMeIn ITSG products, such as LogMeIn Rescue and LogMeIn Resolve.

• Manage inbound calls, callback requests, and email inquiries in both French and English.

• Initiate testing scenarios or remote sessions with customers as required.

• Oversee customer issues from start to finish during the initial contact whenever feasible.

• Deliver comprehensive troubleshooting and maintain clear, proactive communication with customers.

• Record and manage customer cases in Salesforce and other support systems while complying with SLA standards.

• Aim for first-contact resolution by independently addressing customer concerns.

• Collect customer, system, and application information and logs for issue analysis.

• Work collaboratively with higher-level support teams on more complex issues.

• Consistently enhance product knowledge and technical skills to elevate the customer experience.

⛳️ Requirements

• Exceptional written and verbal communication abilities in both French and English.

• Prior experience in customer-facing IT support roles.

• Strong analytical and troubleshooting capabilities.

• Proficiency in prioritizing tasks effectively.

• Eagerness to learn about new technologies.

• Capability to lead remote support sessions with customers.

• Skill in accurately documenting reproduction steps, screenshots, specific error messages, and pertinent system or application logs.

• Solid user-level knowledge of Windows, macOS, Android, and iOS operating systems.

• Practical troubleshooting experience with endpoint, connectivity, and access-related challenges.

• Familiarity with troubleshooting software installation and configuration issues, permission-related errors, proxy or firewall concerns, unstable network conditions, login difficulties, and basic MFA/SSO concepts.

• A collaborative attitude, a willingness to share best practices, adaptability, and effective time management skills.

🏝️ Benefits

• Comprehensive health benefits.

• Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days.

• Tuition reimbursement.

• Access to both instructor-led and on-demand learning and development programs.

• The Thrive Global Wellness Program.

• Confidential Employee Assistance Program (EAP).

• Wellness app and personalized wellness coaching.

• Employee-led communities and initiatives, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching.

• Flexible resources and support to excel both at work and at home.