L1 Technical Support Analyst

🔥 9 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GoTo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

💼 Consulting

🏥 Healthcare

⚖️ Legal

💰 Seed Round on 2013-11

Consulting • Healthcare • Legal

GoTo is a company offering all-in-one business communication and remote IT management solutions. Their product lineup includes GoTo Connect, an all-in-one communication platform providing features like cloud-based phone systems, digital channels, and AI-powered contact centers designed to improve customer experiences. Additionally, GoTo offers IT management and support services like remote access, mobile device management, and IT asset management to enhance enterprise productivity and security. They cater to various industries, such as healthcare, legal, education, and professional services, ensuring seamless communication and IT support from any location on any device.

📋 Description

• Receive calls and respond to customer emails regarding difficulties with GoTo products. • Provide clear, professional, and effective support. • Record all interactions in the Salesforce case management system. • Document issues, actions taken, and solutions implemented. • Identify and resolve IP telephony, software, and network issues. • Configure IP phones. • Provide remote support when necessary. • Escalate complex cases to higher-level support teams. • Keep customers informed about updates, new features, and the progress of solutions.

🎯 Requirements

• Technical education in Networking or a related field. • Proven customer service experience. • Ability to deal professionally with frustrated or dissatisfied customers. • Knowledge of networking fundamentals. • Basic understanding of the SIP protocol. • Excellent verbal and written communication skills, with clear diction. • Problem-solving skills. • Proactive, responsible, and adaptable to process changes.

🏖️ Benefits

• Comprehensive health insurance • Life insurance • Paid time off • Paid holidays • Paid volunteer day • Quarterly self-care days • No-meeting days • Course and book reimbursement programs • Instructor-led and on-demand learning and development programs • Global Thrive well-being program • Confidential Employee Assistance Program (EAP) • Well-being app • One-on-one well-being coaching sessions • Employee Resource Groups (ERGs) • GoTo Gives • Matching gifts program • Access to telemedicine services • GoTo performance bonus program • Monthly remote work allowance