Customer Service Technical Lead

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Customer Service Technical Lead is responsible for overseeing and enhancing the technical support provided by a customer service team. This role involves guiding and mentoring team members, ensuring they have the tools and knowledge to troubleshoot and resolve customer issues efficiently. The Technical Lead coordinates with various departments to streamline processes and implements best practices to improve service quality. By analyzing performance metrics and customer feedback, they identify areas for improvement and develop strategies to align support operations with business objectives, ensuring a high level of customer satisfaction.

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, customer service, or a related role.
- Proven experience in a leadership or supervisory role.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills.
- Proficiency with customer service software, databases, and tools.
- Ability to conduct effective training sessions.
- Strong understanding of current industry trends and technological advancements.
- Ability to analyze data and generate insights to improve service delivery.
- Competence in creating and maintaining technical and procedural documentation.
- Strong organizational and multitasking abilities.
- Excellent interpersonal and team collaboration skills.
- Proficiency in relevant programming languages and software tools.
- Familiarity with ITIL or other IT service management frameworks.
- Experience working with cross-functional teams and departments.
- Strong customer service orientation and empathy.
- Ability to mentor and coach junior team members effectively.
- Knowledge of industry regulations and compliance requirements.
- Ability to manage and prioritize multiple service requests and projects.
- Experience with performance analysis and reporting.

- Provide technical support and guidance to the customer service team.
- Troubleshoot and resolve complex customer issues.
- Conduct regular training sessions for team members on new products, services, and technologies.
- Monitor and review service tickets to ensure timely and effective resolution.
- Collaborate with the IT department to address system and software issues.
- Analyze customer feedback and incident reports to identify patterns and areas for improvement.
- Implement and enforce best practices for customer service and technical support.
- Escalate unresolved issues to higher-level technical teams or external vendors as needed.
- Create and maintain documentation of technical procedures and customer interactions.
- Participate in regular team meetings to discuss performance metrics and address concerns.
- Assist in the development and updating of customer service protocols and guidelines.
- Provide direct customer support during peak times or when the team is short-staffed.
- Stay current with industry trends and technological advancements.
- Liaise with other departments to ensure customer satisfaction and operational efficiency.
- Evaluate and recommend new tools and technologies to improve service delivery.
- Prepare performance reports and provide feedback to management.
- Mentor and coach junior team members to enhance their technical skills.
- Ensure compliance with company policies and industry regulations.
- Coordinate with the product development team to relay customer feedback and technical issues.
- Manage and prioritize multiple service requests and projects efficiently.

The ideal candidate for the Customer Service Technical Lead role is a seasoned technical support professional with at least five years of experience in customer service or a related field, coupled with proven leadership experience. They hold a Bachelor's degree in Computer Science, Information Technology, or a closely related discipline, underscoring their strong technical background. This individual is distinguished by their exceptional troubleshooting and problem-solving abilities, ensuring they can resolve even the most complex customer issues efficiently. They excel in both written and verbal communication, enabling them to convey technical information clearly to both customers and team members. Proficiency with customer service software, databases, and relevant programming languages is essential, along with a strong understanding of current industry trends and technological advancements. The ideal candidate is adept at conducting effective training sessions and creating detailed technical documentation. They are highly organized, capable of managing multiple tasks and projects simultaneously, and are skilled at analyzing data to derive actionable insights to enhance service delivery. Their interpersonal skills foster strong team collaboration, and they exhibit a high level of empathy and customer service orientation. This professional is proactive, continuously seeking innovations and improvements, and demonstrates a strong work ethic and commitment to excellence. Their ability to mentor and coach junior team members effectively, coupled with their resilience under pressure, makes them a valuable asset. Lastly, their dedication to compliance and a high standard of professionalism and integrity round out their profile, making them the perfect fit for this critical leadership role.

- Provide technical support and guidance to the customer service team.
- Troubleshoot and resolve complex customer issues.
- Conduct regular training sessions for team members on new products, services, and technologies.
- Monitor and review service tickets to ensure timely and effective resolution.
- Collaborate with the IT department to address system and software issues.
- Analyze customer feedback and incident reports to identify patterns and areas for improvement.
- Implement and enforce best practices for customer service and technical support.
- Escalate unresolved issues to higher-level technical teams or external vendors as needed.
- Create and maintain documentation of technical procedures and customer interactions.
- Participate in regular team meetings to discuss performance metrics and address concerns.
- Assist in the development and updating of customer service protocols and guidelines.
- Provide direct customer support during peak times or when the team is short-staffed.
- Stay current with industry trends and technological advancements.
- Liaise with other departments to ensure customer satisfaction and operational efficiency.
- Evaluate and recommend new tools and technologies to improve service delivery.
- Prepare performance reports and provide feedback to management.
- Mentor and coach junior team members to enhance their technical skills.
- Ensure compliance with company policies and industry regulations.
- Coordinate with the product development team to relay customer feedback and technical issues.
- Manage and prioritize multiple service requests and projects efficiently.

- Strong leadership qualities with a proven ability to inspire and motivate a team.
- High degree of technical acumen and proficiency in troubleshooting.
- Excellent problem-solving capabilities with a methodical approach.
- Exceptional communication skills, both written and verbal.
- Highly organized with the ability to manage multiple tasks and projects efficiently.
- Strong customer service orientation and empathy for customer issues.
- Proactive mindset with a focus on continuous improvement and innovation.
- Ability to work collaboratively across departments and with cross-functional teams.
- High level of integrity and professionalism.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Detail-oriented with a focus on accuracy and thoroughness.
- Adaptable and able to stay current with industry trends and technological advancements.
- Patient and effective mentor, capable of coaching junior team members.
- Resilient under pressure and able to handle peak times effectively.
- Committed to maintaining compliance with industry regulations and company policies.
- Strong work ethic and dedication to achieving high standards of service delivery.
- Positive attitude and the ability to foster a collaborative and supportive team environment.

- Competitive salary range based on experience
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with employer match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible working hours and remote work options
- Professional development opportunities and continuing education support
- Access to industry conferences, workshops, and certifications
- Employee wellness programs and resources
- Paid parental leave
- Career advancement and promotion opportunities
- Employee assistance program (EAP)
- Tuition reimbursement for further education
- Performance-based bonuses and incentives
- Company-sponsored social events and team-building activities
- Modern and ergonomic workspace
- Discounts on company products and services
- Commuter benefits and transportation subsidies
- Onsite fitness center or gym membership discounts
- Access to the latest technology and tools for job performance