Job Description 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 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 Care 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 a Technical Support Analyst L1, you'll be working on:* Customer Support: Answering calls and responding to emails regarding product issues. * Logging and Documentation: Logging support 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 support to customers who cannot resolve issues via email. * Collaboration: Working with other technicians to solve complex problems. * Process Adherence: Following established support scripts and processes. What We're Looking For As a Technical Support Analyst L1, your profile will be similar to:* Degree in Networking or related fields. * Technical knowledge, including the ability to diagnose network issues. * Experience in customer service, professionally and effectively handling frustrated or angry customers. * Clear verbal and written communication skills. * Basic knowledge of the SIP protocol. * Problem-solving skills. * Good diction, proactiveness, responsibility, and commitment. * Flexibility regarding 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 an 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 remaining committed to delivering exceptional experiences to our customers. We’re proud to support 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.