Customer Support Specialist, Italian Speaking

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

📋 Description

• Deliver first-level support to customers using LogMeIn ITSG products, including LogMeIn Rescue and LogMeIn Resolve.

• Manage incoming calls, callback requests, and email correspondence in both Italian and English.

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

• Take charge of customer issues from start to finish during the initial interaction whenever feasible.

• Offer troubleshooting assistance and maintain clear, proactive communication with customers.

• Record and oversee customer cases in Salesforce and other support systems.

• Comply with SLA requirements while establishing clear expectations for customers.

• Aim for first-contact resolution in every interaction.

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

• Work closely with advanced support teams on complex issues.

• Continuously enhance product knowledge and technical abilities.

⛳️ Requirements

• Outstanding written and verbal communication skills in both Italian and English.

• Prior experience in customer-facing IT support roles.

• Strong analytical and troubleshooting capabilities.

• Ability to effectively prioritize tasks.

• Eagerness to learn new technologies.

• Capability to lead remote support sessions with customers.

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

• Proficiency in collecting relevant system or application logs.

• Solid user-level understanding of Windows, macOS, Android, and iOS platforms.

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

• Experience with software installation processes.

🏝️ Benefits

• Comprehensive health benefits package.

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

• Tuition reimbursement opportunities.

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

• Participation in the Thrive Global Wellness Program.

• Confidential Employee Assistance Program (EAP) available.

• Wellness app and personalized wellness coaching sessions.

• Inclusion in Employee Resource Groups (ERGs).

• Contributions through GoTo Gives.

• Charitable matching initiatives.

• Flexible work arrangements, including the option to work remotely from Hungary.