Customer Support Specialist – IT, ENG, FR

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

📋 Description

• Deliver first-line support to clients for LogMeIn ITSG products, such as LogMeIn Rescue and LogMeIn Resolve.

• Manage incoming calls, callback inquiries, and email communications in both Italian and English or French and English.

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

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

• Offer comprehensive troubleshooting and maintain proactive communication with customers.

• Record and manage customer cases using Salesforce and other support systems.

• Comply with SLA standards and establish clear expectations for customers.

• Aim for first-contact resolution by handling issues independently.

• Collect customer, system, and application information and logs to aid in issue investigation.

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

• Continuously enhance product knowledge and technical expertise.

⛳️ Requirements

• Exceptional written and verbal communication abilities in Italian and English OR French and English.

• Prior experience in customer-facing IT support roles.

• Strong troubleshooting and analytical capabilities.

• Proficient in prioritizing tasks effectively.

• Eagerness to learn new technologies.

• Ability to lead remote support sessions with clients.

• Skill in accurately documenting reproduction steps, screenshots, and specific error messages.

• Competence in gathering relevant system or application logs for troubleshooting and escalation purposes.

• Solid user-level proficiency in Windows, macOS, Android, and iOS.

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

• Familiarity with software installation processes.

• Capability to work remotely from Hungary.

🏝️ Benefits

• Comprehensive health benefits.

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

• Tuition reimbursement programs.

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

• The Thrive Global Wellness Program.

• Confidential Employee Assistance Program (EAP).

• Wellness app availability.

• One-on-one wellness coaching sessions.

• Employee Resource Groups (ERGs).

• GoTo Gives initiative.

• Charitable matching opportunities.

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

• An inclusive workplace culture.