Customer Care and Success at GoTo

We believe in making IT easy. By delivering solutions that make it easy to securely connect, collaborate and be flexible above all else, we empower everyone to live their best life, at work and beyond. We try to live by a basic mantra: simplify to automate, automate to simplify. This is where you help us achieve our mission.

Your Day to Day

As a Customer Support Specialist, you would act as 1st line support to customers:

• Responding to customer inquiries related to our products by handling inbound calls and callback requests as well as email messages, and initiating test scenarios or remote sessions with customers as needed.

• Taking ownership of user problems and being proactive when dealing with user issues.

• Documenting customer inquiries and issues in Salesforce.

• Gathering information from customers and systems to investigate issues with the help of next-level support.

• Working independently and collaboratively with other teams to solve complex problems while continuously improving knowledge and skills to provide the best possible customer experience.

What We’re Looking For

As a Customer Support Specialist, your background will look like:

• Fluency in English and Italian

• Excellent communication skills are essential, with the ability to communicate effectively in both written and verbal forms in Italian and in English, and the ability to explain complex concepts in a clear and simple manner to all customers

• Previous experience in customer-facing IT support (assisting with configuring / troubleshooting of software & hardware)

• Having a strong emphasis on troubleshooting and analytical skills, as well as the ability to prioritize tasks, and the ability to learn new technologies.

• Being a great team player, sharing best practices, supporting changes positively, and managing their time effectively.

• Desire to be ambitious and take advantage of the growth opportunities GoTo provides and to build a career in IT, customer service, or another technology-based field.

You’ll be working towards a shared goal with an open-minded and cohesive team greater than the sum of its parts. At GoTo, we’re passionate about growing a diverse and inclusive work ecosystem because unique takes make us a stronger company, and Stronger Together. We’re committed to creating an inclusive space for everyone, no matter what. That’s how we’ll Be Real, Think Big, Move Fast, and Keep Growing along the way.

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