**Job Description** **Where You'll Work:** São Paulo, Brazil (Remote) **Customer Support and Success at GoTo** At GoTo, we're passionate about making IT easy for everyone. We offer solutions that enable secure connections, collaboration, and flexibility—empowering people to live their best lives at work and beyond. Our core mantra is: simplify to automate, and automate to simplify—and we work together every day to achieve this goal. As a member of our customer support team, you’ll play a critical role in helping us fulfill our mission by delivering exceptional service and support to our customers. **Your Day-to-Day** As an **L1 Technical Support Analyst**, you will be working on: * Customer support: Answering calls and responding to emails regarding product issues. * Logging and documentation: Recording interactions in the Salesforce system. * Technical support: Diagnosing and resolving IP telephony and software issues. * Training and updates: Teaching solution usage and informing customers about updates. * Remote support: Providing assistance to customers who cannot resolve issues via email. * Collaboration: Working with other technicians to solve complex problems. * Following processes: Adhering to established support scripts and procedures. **What We’re Looking For** As an **L1 Technical Support Analyst**, your profile will be similar to the following: * Degree in networking or related fields. * Technical knowledge, including the ability to diagnose network issues. * Experience in customer service, handling frustrated or upset customers professionally and effectively. * Clear verbal and written communication skills. * Basic knowledge of the SIP protocol. * Problem-solving skills. * Good diction, proactivity, responsibility, and commitment. * Flexibility with process changes. * Interpersonal skills. * Ability to follow processes and scripts. * Basic English (for technical reading). * CCNA certification—or currently studying for it (preferred). At GoTo, authenticity and inclusive culture are fundamental to our thriving workplace, where diverse perspectives drive innovation and growth. Our GoGetters team is passionate about learning, exploring, and working together to achieve success—while staying committed to delivering exceptional experiences to our customers. We take pride in supporting our employees with comprehensive benefits, wellness programs, and global opportunities for professional and personal development. By maintaining an inclusive environment, we empower our teams to do their best work, make a meaningful impact, and grow in their careers. Learn more.
João Silva
Indeed · HR
João Silva
Indeed · HR
