We are currently looking for energetic individuals to join our customer support team. The ideal candidate should be energetic, customer-focused and possess Windows/Help Desk support experience. You will provide customer service to our existing customers and trial users of the LogMeIn suite of products, and must have at least one year of customer service and/or technical support experience. You must possess excellent organizational, time management, prioritization and follow-up skills and have the ability to work both independently and within a team environment. Microsoft certification(s) a plus.

Our support center is open from 4am - 9pm eastern time.

Responsibilities:

• Respond to issues and questions from customers via phone and email


• Effectively interact with customers of all technical skill levels to assess severity level and define, research, and resolve customer issues quickly and accurately


• Provide timely updates to customers, colleagues, and management on the status of outstanding issues.


• Maintain status of issues in a call-tracking system and follow-up on escalated issues


• Convey customer feedback to appropriate business areas such as Marketing, Product Management and Development

• Previous help desk experience in a fast-paced environment


• Excellent customer service skills (verbal and written)


• Knowledge of current VPN technologies, DNS, Routing, Internet security concepts, Windows XP/2000/9x, and Linux platforms


• Ability to work flexible hours and weekends a plus


• Familiarity with customer support CRM/ticket tracking systems


• Knowledge of various router/firewall architectures, as well as various corporate Client/Server applications and utilities


• Expertise in configuration, system optimization and troubleshooting