Customer Support Analyst

Vintti is a staffing agency that leverages the geographical advantage of Latin America to benefit US businesses. We connect companies with professionals who work in time zones closely aligned with or identical to US hours, ensuring seamless communication and collaboration. This synchronicity allows for real-time interaction, enhancing productivity and eliminating the delays often associated with offshore staffing.

A Customer Support Analyst plays a crucial role in ensuring customer satisfaction by providing timely and effective support for product or service-related inquiries. They are responsible for troubleshooting issues, answering questions, and guiding customers through problem resolution processes. Leveraging a deep understanding of the company's offerings, these analysts communicate with customers via various channels, such as email, phone, and chat. They often collaborate with other departments to escalate and resolve more complex issues, ensuring a seamless and positive customer experience while contributing to overall client retention and loyalty.

- Bachelor's degree in Business, Information Technology, or a related field
- Proven experience in a customer support or technical support role
- Strong understanding of customer service principles and practices
- Excellent verbal and written communication skills
- Proficiency in using support ticketing systems and customer relationship management (CRM) software
- Problem-solving skills with the ability to diagnose, troubleshoot, and resolve technical issues
- Familiarity with product installation and setup procedures
- Ability to manage and prioritize multiple tasks in a fast-paced environment
- Strong organizational and time management skills
- Ability to work both independently and as part of a team
- High attention to detail and accuracy in documentation and reporting
- Proficiency in Microsoft Office Suite and other standard office software
- Knowledge of industry-specific software and technical tools
- Ability to stay current with product knowledge, updates, and system operations
- Customer-oriented with a focus on providing exceptional service
- Ability to handle billing inquiries and account management tasks
- Experience coordinating with third-party vendors and service providers
- Strong interpersonal skills and ability to build positive relationships with customers and team members
- Willingness to participate in ongoing training and professional development
- Ability to work flexible hours, including evenings and weekends, if required

- Respond to customer inquiries via phone, email, and live chat
- Troubleshoot and resolve technical issues with customer accounts and services
- Assist customers with product installation and setup
- Document and log all interactions and issues in the support ticketing system
- Provide detailed and timely updates to customers regarding the status of their inquiries
- Escalate complex or unresolved issues to higher-level support or relevant departments
- Monitor and track key performance indicators (KPIs) to ensure service level agreements (SLAs) are met
- Collaborate with team members to share knowledge and improve support processes
- Conduct follow-up calls or emails to ensure customer satisfaction after resolution
- Participate in team meetings to discuss ongoing issues and process improvements
- Provide feedback and insights to product development teams based on customer interactions
- Update and maintain internal knowledge base and support documentation
- Assist in creating and providing training materials for customers and team members
- Identify and report recurring issues or trends to management for further investigation
- Support the onboarding process for new customers, ensuring a smooth transition
- Maintain thorough knowledge of current product offerings, updates, and system operations
- Handle billing inquiries, process payments, and manage account information updates
- Assist in coordinating with third-party vendors and service providers when necessary
- Perform proactive customer outreach to ensure continued satisfaction and retention
- Participate in ongoing training and professional development opportunities to stay current with industry trends and best practices

The ideal candidate for the Customer Support Analyst role will possess a Bachelor's degree in Business, Information Technology, or a related field, with proven experience in customer support or technical support. They will have a robust understanding of customer service principles and the ability to diagnose, troubleshoot, and resolve technical issues efficiently. This individual will exhibit excellent verbal and written communication skills, showcasing proficiency in support ticketing systems and CRM software. Their strong analytical and problem-solving skills, paired with a high level of empathy and customer-centric approach, will enable them to handle customer inquiries with a calm and professional demeanor. They will be an adept quick learner, capable of adapting to new technologies and prioritizing multiple tasks in a fast-paced environment, while maintaining high attention to detail and accuracy. The ideal candidate will demonstrate a positive attitude, a collaborative team-oriented mindset, and the willingness to provide exceptional service consistently. They will be dependable, self-motivated, proactive, and exhibit strong organizational, time management, and multitasking skills. Their ability to handle billing inquiries, manage account information, and coordinate with third-party vendors will complement their technical and interpersonal skills. The candidate will also be open to continuous improvement, actively seeking feedback and participating in ongoing training and professional development opportunities. Above all, they will possess a resilient character with the initiative to go above and beyond in assisting customers, ensuring high levels of satisfaction and retention.

- Respond to customer inquiries via phone, email, and live chat
- Troubleshoot and resolve technical issues with customer accounts and services
- Assist customers with product installation and setup
- Document and log all interactions and issues in the support ticketing system
- Provide detailed and timely updates to customers regarding the status of their inquiries
- Escalate complex or unresolved issues to higher-level support or relevant departments
- Monitor and track key performance indicators (KPIs) to ensure service level agreements (SLAs) are met
- Collaborate with team members to share knowledge and improve support processes
- Conduct follow-up calls or emails to ensure customer satisfaction after resolution
- Participate in team meetings to discuss ongoing issues and process improvements
- Provide feedback and insights to product development teams based on customer interactions
- Update and maintain internal knowledge base and support documentation
- Assist in creating and providing training materials for customers and team members
- Identify and report recurring issues or trends to management for further investigation
- Support the onboarding process for new customers, ensuring a smooth transition
- Maintain thorough knowledge of current product offerings, updates, and system operations
- Handle billing inquiries, process payments, and manage account information updates
- Assist in coordinating with third-party vendors and service providers when necessary
- Perform proactive customer outreach to ensure continued satisfaction and retention
- Participate in ongoing training and professional development opportunities to stay current with industry trends and best practices

- Strong analytical and problem-solving skills
- Excellent interpersonal and communication abilities
- High level of empathy and customer-centric approach
- Ability to remain calm under pressure
- Quick learner with adaptability to new technologies
- Strong attention to detail and accuracy
- Team-oriented mindset with collaboration skills
- Self-motivated and proactive
- Dependable and reliable work ethic
- Strong organizational and multitasking skills
- Ability to maintain confidentiality and discretion
- Positive attitude and professional demeanor
- Strong time management capabilities
- Initiative to go above and beyond in assisting customers
- Resilient and able to handle difficult situations effectively
- High level of accountability and ownership of tasks
- Continuous improvement mindset and openness to feedback
- Excellent active listening skills
- Creativity in finding solutions to customer problems
- Flexibility and willingness to adjust to changing priorities

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Generous paid time off (PTO) and holiday schedules
- Flexible working hours and potential for remote work opportunities
- 401(k) retirement plan with company matching contributions
- Ongoing training and professional development programs
- Opportunities for career advancement and internal mobility
- Employee assistance program (EAP) for personal and professional support
- Tuition reimbursement for continuing education
- Wellness initiatives and programs, including gym membership discounts
- Collaborative and inclusive work environment
- Regular team-building activities and company events
- Performance-based bonuses and incentives
- Life and disability insurance coverage
- Commuter benefits program
- Employee recognition and rewards programs
- Access to modern technology and tools to support job performance
- Supportive leadership team and open-door policy
- Employee discounts on company products and services