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 is a vital part of any customer service team, dedicated to ensuring that clients receive timely and effective resolutions to their inquiries and issues. This role involves analyzing and addressing customer service problems, leveraging analytical tools and techniques to identify trends and areas for improvement. The analyst provides insightful feedback to internal teams, aiding in the enhancement of products, services, and customer experience. With strong communication skills and a customer-oriented mindset, the Customer Support Analyst helps build and maintain positive customer relationships, contributing significantly to overall customer satisfaction and loyalty.

- Bachelor's degree in a relevant field or equivalent work experience
- Proven experience in a customer support or similar role
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Proficiency with CRM and support ticketing systems
- Knowledge of company products, services, and software
- Ability to multitask and manage time effectively
- Strong attention to detail and documentation skills
- Ability to work both independently and as part of a team
- High level of patience and empathy in handling customer concerns
- Experience with remote support tools and technologies
- Familiarity with using data analysis to identify trends and improvements
- Willingness to participate in ongoing training and development
- Ability to handle high-stress situations and customer escalations
- Strong organizational skills and ability to prioritize tasks
- Strong understanding of SLAs and the importance of meeting them
- Familiarity with industry trends and best practices in customer support
- Ability to offer proactive solutions and recommendations to enhance customer experience.

- Respond to customer inquiries via phone, email, and chat promptly and professionally
- Diagnose, troubleshoot, and document customer issues clearly and in detail
- Escalate complex technical problems to appropriate internal teams and ensure follow-up until resolution
- Maintain up-to-date knowledge of company products, services, and software for accurate support
- Assist in customer onboarding and training, guiding through setup and initial use of products
- Monitor and manage customer support tickets to meet specified SLAs
- Analyze customer feedback and data to identify recurring issues and areas for improvement
- Collaborate with sales, marketing, and development teams to ensure cohesive support and enhanced customer experience
- Perform regular system checks and maintenance tasks to identify potential issues preemptively
- Develop and update support documentation, FAQs, and knowledge base articles for customer self-service
- Participate in team meetings, training sessions, and professional development activities
- Provide feedback to product teams based on customer experiences and reported issues
- Track and report on key performance metrics, including response times and customer satisfaction scores
- Handle customer escalations and complaints with tact and resolve quickly
- Offer personalized support and follow-up to high-value customers or those with significant issues
- Stay informed about industry trends and developments to recommend best practices for customer support
- Utilize support software and CRM systems to log interactions and track customer information efficiently

The ideal candidate for the Customer Support Analyst role is a highly skilled professional with a bachelor's degree in a relevant field or equivalent work experience in customer support. They possess exceptional problem-solving abilities and strong analytical skills, consistently demonstrating a meticulous attention to detail. Their excellent verbal and written communication skills allow them to articulate complex issues clearly and engage empathetically with customers. This individual thrives under pressure and excels at multitasking, efficiently managing time and prioritizing tasks to meet stringent SLAs. A proactive and collaborative team player, they work seamlessly with other departments to enhance the customer experience. Tech-savvy and adaptable, they quickly master new software and remote support tools, leveraging data to identify trends and drive improvements. Their deep knowledge of company products, services, and industry best practices enables them to offer insightful recommendations and personalized support. Dependable and resilient, they handle high-stress situations and escalations with tact and patience. The candidate is driven by a customer-focused attitude, consistently aiming to provide exceptional support and foster long-term customer relationships.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Diagnose and troubleshoot customer issues, providing detailed documentation and clear resolution steps
- Escalate complex technical problems to the appropriate internal teams, ensuring follow-up until resolution
- Maintain up-to-date knowledge of company products, services, and software to provide accurate information and support
- Assist in the onboarding and training of new customers, guiding them through setup and initial use of products
- Monitor and manage customer support tickets, ensuring all are addressed and closed within specified SLAs
- Analyze customer feedback and data to identify recurring issues and areas for improvement
- Collaborate with other departments, including sales, marketing, and development, to ensure cohesive support and enhance customer experience
- Perform regular system checks and maintenance tasks to preemptively identify potential issues
- Develop and update support documentation, FAQs, and knowledge base articles to assist customers in self-service
- Participate in team meetings, training sessions, and professional development activities to continually improve support skills
- Provide feedback to product teams based on customer experiences and reported issues
- Track and report on key performance metrics, including response times and customer satisfaction scores
- Handle customer escalations and complaints with tact and resolve as quickly as possible
- Offer personalized support and follow-up to high-value customers or those experiencing significant issues
- Stay informed about industry trends and developments to recommend best practices for customer support
- Utilize support software and CRM systems efficiently to log interactions and track customer information

- Strong problem-solving mindset
- Excellent communication skills, both verbal and written
- High attention to detail
- Ability to work well under pressure
- Strong multitasking abilities
- Collaborative team player
- High level of empathy and patience
- Customer-focused attitude
- Proactive in identifying and solving issues
- Strong time management skills
- Willingness to learn and adapt
- Tech-savvy with the ability to learn new software quickly
- Strong organizational skills
- Data-driven decision-making capability
- Ability to handle complex technical scenarios
- Dependable and reliable
- Accountability and ownership of tasks
- Strong analytical skills
- Resilient in challenging situations

- Competitive salary range ($50,000 - $70,000 per year, depending on experience)
- Comprehensive health, dental, and vision insurance coverage
- Flexible working hours and remote work options
- Generous paid time off, including holidays and vacation days
- Employee wellness programs, including mental health support
- Retirement savings plan with company matching contributions
- Opportunities for career development and advancement through training programs
- Regular performance reviews with clear potential for salary increases and bonuses
- Access to industry conferences and seminars for continuous learning
- Collaborative and supportive team environment
- Employee assistance programs and work-life balance initiatives
- Casual dress code and comfortable working environment
- Employee discount programs on company products and services
- Paid parental leave and family-friendly work policies
- Tuition reimbursement programs for further education and certification
- Company-sponsored social events and team-building activities
- Free on-site parking or transportation reimbursement
- Access to cutting-edge technology and tools for optimal performance
- Recognition and rewards programs for outstanding performance
- Opportunities to contribute to meaningful projects and initiatives
- Diverse and inclusive workplace culture