Customer Support Specialist (Italian)

Location: Remote (Hungary)

Company

hirify.global provides technology products supported by customer care teams using AI-driven tools and automation.

What you will do

• Provide first-line support for LogMeIn ITSG products, including LogMeIn Rescue and LogMeIn Resolve, through calls, callbacks, emails, and remote sessions.
• Lead customer issues from initial contact through resolution, aiming for first-contact resolution with clear and proactive communication.
• Document and manage customer cases in Salesforce and other support systems while meeting SLA requirements.
• Gather reproduction steps, screenshots, error messages, system information, and application logs for issue investigation.
• Collaborate with next-level support teams on complex issues while developing product and technical knowledge.

Requirements

• Italian and English communication skills in both written and verbal forms.
• Previous experience in customer-facing IT support, with strong troubleshooting, analytical, and prioritization skills.
• Experience leading remote support sessions and accurately documenting technical issues.
• User-level knowledge and troubleshooting experience with Windows, macOS, Android, and iOS.
• Experience troubleshooting endpoint, connectivity, access, and software installation issues.

Culture & Benefits

• Comprehensive health benefits.
• Paid time off, holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days.
• Tuition reimbursement and instructor-led and on-demand learning programs.
• Wellness support through the Thrive Global Wellness Program, an Employee Assistance Program, a wellness app, and one-on-one coaching.
• Employee Resource Groups, hirify.global Gives, charitable matching, and an inclusive culture of belonging.