Account Support Specialist

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

An Account Support Specialist plays a crucial role in maintaining and enhancing client relationships by addressing their needs and resolving any issues that arise. They act as the primary point of contact for customers, providing timely and effective solutions while ensuring a positive customer experience. This role involves managing account information, processing orders, and coordinating with multiple departments to deliver comprehensive support. Additionally, Account Support Specialists are responsible for identifying opportunities to improve service efficiency and customer satisfaction, contributing to the overall success and retention of clients within the company.

- Bachelor’s degree in Business, Management, or related field, or equivalent work experience
- 2+ years of customer service or support experience, preferably in a call center or tech environment
- Strong problem-solving skills and the ability to think analytically
- Excellent verbal and written communication skills
- Proficiency in using customer service software and CRM systems
- Solid understanding of order processing and account management
- Ability to handle multiple tasks and prioritize effectively
- Strong organizational skills and attention to detail
- Ability to work independently and as part of a team
- Positive and professional attitude with a high level of emotional intelligence
- Technical aptitude and ability to quickly learn new software and systems
- Strong interpersonal skills and ability to build relationships with clients
- Ability to thrive in a fast-paced and dynamic work environment
- Proficiency in Microsoft Office (Word, Excel, PowerPoint)
- Ability to work flexible hours, including evenings and weekends, as needed
- Familiarity with common customer service methodologies like ITIL, Six Sigma, or COPC
- Experience in providing technical support or troubleshooting is a plus
- Multilingual capabilities are an advantage
- Demonstrated ability to meet deadlines and service level agreements (SLAs)
- Previous experience in a similar industry or with similar products/services is preferred

- Respond to customer inquiries via email, phone, and chat
- Resolve customer complaints and issues by identifying problems and implementing solutions
- Process orders, forms, applications, and requests with accuracy
- Maintain customer accounts by updating information and recording details of interactions
- Coordinate with other departments to provide timely and accurate responses to customer needs
- Conduct follow-up calls to ensure customer satisfaction and resolve any additional issues
- Track and manage service tickets and escalate cases as needed
- Provide technical support and troubleshooting for product or account issues
- Prepare and deliver regular reports on account activities and customer feedback
- Assist in onboarding new clients and providing training on products and services
- Monitor and ensure compliance with company policies and procedures
- Participate in team meetings and contribute to process improvements
- Manage workflow to meet customer service deadlines
- Identify trends and suggest improvements to enhance customer satisfaction
- Process returns or exchanges and coordinate with the logistics team
- Handle billing inquiries and process payments or refunds
- Collaborate with sales and account management teams to support business development initiatives
- Document and share best practices for resolving customer issues
- Maintain a positive, empathetic, and professional attitude towards customers at all times
- Stay up-to-date with product knowledge and changes to ensure accurate support

The ideal candidate for the Account Support Specialist role will possess a Bachelor’s degree in Business, Management, or a related field, coupled with over 2 years of experience in customer service or support, ideally within a call center or tech environment. They will be a highly analytical and problem-solving individual with exceptional verbal and written communication skills, ensuring clear and effective interactions with customers. Proficiency in customer service software and CRM systems, alongside a solid understanding of order processing and account management, is paramount. This candidate will display strong organizational skills and meticulous attention to detail, enabling them to handle multiple tasks and prioritize effectively in a fast-paced, dynamic work environment. A positive, empathetic attitude and a high level of emotional intelligence will define their interactions, helping to build strong, lasting relationships with clients. Technically adept, they will quickly master new software and systems, providing top-notch technical support and troubleshooting. Flexibility to work varied hours, including evenings and weekends, will ensure they meet the demands of the role. Familiarity with customer service methodologies such as ITIL, Six Sigma, or COPC will be an added advantage. Above all, the ideal candidate will be resilient, adaptable, and committed to continuous learning and development, maintaining composure and professionalism in the face of challenging situations while demonstrating accountability and a sense of ownership. Fluent communication in multiple languages is highly desirable, enhancing their capability to serve a diverse customer base.

- Respond to customer inquiries via email, phone, and chat
- Resolve customer complaints and issues by identifying problems and implementing solutions
- Process orders, forms, applications, and requests with accuracy
- Maintain customer accounts by updating information and recording details of interactions
- Coordinate with other departments to provide timely and accurate responses to customer needs
- Conduct follow-up calls to ensure customer satisfaction and resolve any additional issues
- Track and manage service tickets and escalate cases as needed
- Provide technical support and troubleshooting for product or account issues
- Prepare and deliver regular reports on account activities and customer feedback
- Assist in onboarding new clients and providing training on products and services
- Monitor and ensure compliance with company policies and procedures
- Participate in team meetings and contribute to process improvements
- Manage workflow to meet customer service deadlines
- Identify trends and suggest improvements to enhance customer satisfaction
- Process returns or exchanges and coordinate with the logistics team
- Handle billing inquiries and process payments or refunds
- Collaborate with sales and account management teams to support business development initiatives
- Document and share best practices for resolving customer issues
- Maintain a positive, empathetic, and professional attitude towards customers at all times
- Stay up-to-date with product knowledge and changes to ensure accurate support

- Strong problem-solving and analytical thinking abilities
- Excellent verbal and written communication skills
- High level of emotional intelligence and empathy
- Technical aptitude and quick learner of new software and systems
- Ability to handle multiple tasks and effectively prioritize
- Strong organizational skills and attention to detail
- Positive and professional attitude
- Ability to work independently and collaboratively within a team
- Strong interpersonal skills and ability to build relationships with clients
- Resilience in a fast-paced and dynamic work environment
- Proficiency in customer service software and CRM systems
- Solid understanding of order processing and account management
- Demonstrated ability to meet deadlines and service level agreements (SLAs)
- Flexibility to work varied hours, including evenings and weekends
- Familiarity with customer service methodologies such as ITIL, Six Sigma, or COPC
- Ability to thrive under pressure and manage challenging situations
- Strong sense of accountability and ownership
- Detail-oriented with a focus on accuracy in task execution
- Adaptability and openness to continuous learning and development
- Ability to maintain composure and professionalism in all customer interactions

- Competitive salary range: [Specify Range]
- Comprehensive health benefits including medical, dental, and vision coverage
- 401(k) plan with company match
- Paid time off (PTO) including vacation days, personal days, and holidays
- Flexible work hours and remote work opportunities
- Employee assistance program (EAP)
- Professional development and training opportunities
- Tuition reimbursement program
- Performance bonuses and incentives
- Wellness programs including gym memberships or fitness incentives
- Company-sponsored events and team-building activities
- Opportunities for career advancement and growth within the company
- Paid parental leave
- Commuter benefits and transportation stipends
- Employee discount programs
- Life insurance and disability coverage
- Access to mentorship and leadership development programs
- Recognition and rewards program for exceptional performance
- Collaborative and supportive work environment
- Subscription to relevant industry publications or resources