Customer Support Representative

Where you’ll work: São Paulo, Brazil (remote)

Customer Care and Success at GoTo

At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers.

Your Day to Day

As a Customer Support Specialist, you would be working on:

• Call Answering: Receiving calls from customers who need help with issues related to our products.
• Respond to emails: Respond to emails from customers who need help with issues related to our products.
• Perform callbacks: Return calls from customers who left messages on hold or requested a callback.
• Troubleshoot: Analyze and diagnose IP telephony and software problems and provide solutions to those problems.
• Provide technical support: Provide technical support for the installation, configuration and maintenance of IP telephony systems and software.
• Customer training: Teach customers how to correctly use our solutions.
• Update customers: Inform customers of updates and new features available in their IP telephony systems and software.
• Collaborate with Other Technicians: Work closely with other support technicians to troubleshoot more complex issues.
• Perform diagnostic tests: Use diagnostic tools to identify network and call quality issues.
• Configure IP telephony appliances: Configure IP telephony appliances.
• Manage user accounts: Create and manage user accounts.

What We’re Looking For

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

• Technical knowledge, including the ability to diagnose network problems.
• Experience in customer service, dealing with frustrated or angry customers professionally and effectively.
• Training in networks or related areas.
• Clear verbal and written communication.
• Basic knowledge of the SIP protocol.
• Problem solving skills.
• Have good diction, proactivity, responsibility, commitment
• Flexibility with process changes.
• Interpersonal Relationship.
• Follow processes and scripts.
• Basic English (For technical reading).
• Have CCNA certification or be studying to obtain one. (desirable)
• Basic-Intermediate English skills (written and spoken) - is a plus

At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and

development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.