Customer Support Specialist, French Speaking

• Provide first-line support to customers using LogMeIn ITSG products, including LogMeIn Rescue and LogMeIn Resolve
• Handle inbound calls, callback requests, and email messages in French and English
• Initiate test scenarios or remote sessions with customers as needed
• Lead customer issues end-to-end during the initial interaction whenever possible
• Provide thorough troubleshooting and clear, proactive customer communication
• Document and manage customer cases in Salesforce and other support systems while adhering to SLA requirements
• Strive to achieve first-contact resolution by handling customer issues independently
• Gather customer, system, and application information and logs for issue investigation
• Collaborate with next-level support teams on complex issues
• Continuously develop product knowledge and technical skills to improve customer experience

• Excellent written and verbal communication skills in French and English
• Previous experience in customer-facing IT support
• Strong troubleshooting and analytical skills
• Ability to prioritize tasks effectively
• Willingness to learn new technologies
• Ability to lead remote support sessions with customers
• Ability to accurately capture reproduction steps, screenshots, exact error messages, and relevant system or application logs
• Solid user-level knowledge of Windows, macOS, Android, and iOS
• Hands-on troubleshooting experience with endpoint, connectivity, and access-related issues
• Experience troubleshooting software installation and configuration, permission-related errors, proxy or firewall-related issues, unstable network conditions, login problems, and basic MFA/SSO concepts
• Collaborative mindset, willingness to share best practices, adaptability, and effective time management

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