Customer Support Architect

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 Support Architect plays a crucial role in designing and optimizing customer support systems to enhance overall client satisfaction and operational efficiency. This position involves a strategic focus on identifying, developing, and implementing sustainable support methodologies and processes. By collaborating with cross-functional teams, the Customer Support Architect ensures seamless integration of technology, tools, and best practices to provide an exceptional support experience. The role demands both technical expertise and a deep understanding of customer needs, emphasizing continuous improvement and innovation in every aspect of customer service delivery.

- Bachelor's degree in Computer Science, Information Technology, or a related field
- Minimum of 5 years of experience in customer support or a related role
- Strong technical background and experience with troubleshooting software and hardware issues
- Excellent verbal and written communication skills
- Proficiency with customer support software and tools (e.g., Zendesk, Salesforce, JIRA)
- Experience with Linux/Unix operating systems and commands
- Familiarity with networking concepts and protocols (e.g., TCP/IP, DNS)
- Ability to manage multiple priorities and handle stressful situations in a fast-paced environment
- Strong problem-solving skills and attention to detail
- Experience with writing and maintaining technical documentation
- Demonstrated ability to train and mentor junior team members
- Exceptional interpersonal skills and a customer-centric mindset
- Proven experience with data analysis and reporting
- Experience working with cross-functional teams (engineering, product, sales, and customer success)
- Knowledge of industry best practices and emerging trends in customer support
- Ability to perform root cause analysis and suggest preventive measures
- Experience conducting training sessions and webinars
- Strong organizational skills and ability to work independently
- Availability to work flexible hours, including occasional weekends and holidays

- Respond promptly to customer inquiries through various channels (email, phone, chat)
- Troubleshoot and resolve technical issues encountered by customers
- Collaborate with engineering and product teams to escalate and resolve complex issues
- Develop and maintain detailed documentation for troubleshooting and support processes
- Conduct regular follow-ups with customers to ensure issues are fully resolved and user satisfaction is achieved
- Provide technical guidance and best practices to customers to optimize their use of products
- Monitor and analyze customer support metrics to identify areas for improvement
- Assist in onboarding new customers and providing them with essential product training
- Create and deliver training sessions and webinars for customers on product features and updates
- Contribute to the maintenance and improvement of the customer support knowledge base
- Participate in the development and testing of new product features to provide customer-centric feedback
- Manage customer support tickets and ensure timely resolution within service level agreements (SLAs)
- Perform root cause analysis for recurring technical issues and suggest preventive measures
- Maintain up-to-date knowledge of industry best practices and emerging trends in customer support
- Collaborate with customer success and sales teams to develop proactive support strategies
- Gather and relay customer feedback to product and engineering teams to inform product development
- Provide mentorship and training to junior support team members
- Ensure seamless communication and information flow between support teams and other departments

The ideal candidate for the Customer Support Architect role is a highly experienced professional with a Bachelor's degree in Computer Science, Information Technology, or a related field and at least five years of customer support experience. They possess a robust technical background with a proven ability to troubleshoot both software and hardware issues, including familiarity with Linux/Unix systems and networking protocols. Exemplifying exceptional communication skills, the candidate excels in both verbal and written contexts, allowing them to effectively interact with customers and internal teams. Their proficiency with customer support tools like Zendesk, Salesforce, and JIRA, coupled with their strong organizational and time management skills, enables them to manage multiple priorities efficiently. Demonstrated experience in conducting training sessions, webinars, and creating comprehensive documentation highlights their ability to disseminate knowledge effectively. The ideal candidate displays a proactive and customer-centric mindset, exhibiting high levels of empathy, patience, and professionalism. They thrive in fast-paced environments, maintaining calm under pressure and showing an eagerness to stay updated on industry trends. Strong analytical skills aid them in data-driven decision making and performing root cause analysis, while their ability to mentor junior team members and collaborate seamlessly across cross-functional teams underscores their leadership capabilities. Ultimately, their passion for delivering exceptional customer service, combined with critical thinking and troubleshooting prowess, sets them apart as a vital asset to the organization.

- Respond promptly to customer inquiries through various channels (email, phone, chat)
- Troubleshoot and resolve technical issues encountered by customers
- Collaborate with engineering and product teams to escalate and resolve complex issues
- Develop and maintain detailed documentation for troubleshooting and support processes
- Conduct regular follow-ups with customers to ensure issues are fully resolved and user satisfaction is achieved
- Provide technical guidance and best practices to customers to optimize their use of products
- Monitor and analyze customer support metrics to identify areas for improvement
- Assist in onboarding new customers and providing them with essential product training
- Create and deliver training sessions and webinars for customers on product features and updates
- Contribute to the maintenance and improvement of the customer support knowledge base
- Participate in the development and testing of new product features to provide customer-centric feedback
- Manage customer support tickets and ensure timely resolution within service level agreements (SLAs)
- Perform root cause analysis for recurring technical issues and suggest preventive measures
- Maintain up-to-date knowledge of industry best practices and emerging trends in customer support
- Collaborate with customer success and sales teams to develop proactive support strategies
- Gather and relay customer feedback to product and engineering teams to inform product development
- Provide mentorship and training to junior support team members
- Ensure seamless communication and information flow between support teams and other departments

- Strong technical aptitude and problem-solving skills
- Excellent verbal and written communication abilities
- Proactive and customer-centric mindset
- High level of empathy and patience
- Ability to work collaboratively in cross-functional teams
- Strong organizational and time management skills
- Attention to detail and accuracy
- Ability to handle stressful situations calmly
- Eagerness to learn and stay updated with industry trends
- Demonstrated leadership and mentoring capabilities
- Strong analytical skills for data-driven decision making
- Flexibility and adaptability in a fast-paced environment
- Ability to build and maintain positive customer relationships
- Strong initiative and self-motivation
- High level of professionalism and reliability
- Passion for delivering exceptional customer service
- Excellent critical thinking and troubleshooting abilities

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (PTO) including vacations, sick leave, and holidays
- Flexible work hours and remote work opportunities
- Professional development and training programs
- Opportunities for career advancement and growth
- Employee assistance program (EAP)
- Wellness programs and initiatives
- Subsidized gym membership or wellness stipend
- Company-sponsored events and team-building activities
- Office amenities (e.g., snacks, beverages, modern workspace)
- Technology and equipment allowance
- Travel reimbursement for job-related activities
- Employee referral bonus program