Customer Support Specialist, French and English speaking

Customer Support Specialist

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.

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 in French and English.
• 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:

• Excellent communication skills are essential, with the ability to communicate effectively in both written and verbal forms in French 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.

What We Offer

At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here's what you can expect as part of our team:

• Comprehensive health benefits
• Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
• Tuition reimbursement and access to instructor-led and on-demand learning and development programs
• The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching
• Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching

We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn't just something we talk about - it's part of how we work every day.

Specific benefits and offerings may vary by country in line with local regulations and market practices.

At GoTo, you'll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You'll work towards a shared goal with an open-minded, cohesive team that's greater than the sum of its parts. We're committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we'll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.