Technical Support Specialist Tier 1

At GoTo, our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience.  Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products. 

• Diving into customer inquiries with a focus on first-contact resolution, ensuring a smooth and efficient experience without the need for escalations.

• Resolving questions about GoTo products and troubleshooting basic network-related issues with speed and professionalism.

• Documenting every interaction thoroughly, including troubleshooting steps and solutions, using advanced tracking systems to keep things organized.

• Connecting with GoTo customers via phone, chat, and email, making every interaction professional, friendly, and impactful.

• 1-2 years of experience in customer service or technical support, preferably in a call center or similar environment.

• A passion for technology and SaaS, with the drive to quickly learn and master new tools while researching customer queries in-depth.

• Problem-solving skills and a growth mindset, always looking to improve processes and create better experiences.

• Advanced English communication skills (written and spoken) at 85% or above to ensure clear, concise interactions.

• Comfort multitasking across multiple systems and screens, using tools like Customer Service Management software and research platforms.

• Scheduling flexibility to work with customers across different time zones.

• Knowledge of basic networking concepts like IP configurations and how network settings impact VoIP & other services is a plus!