Customer Support Assistant

Vintti specializes in providing US companies with a financial edge through smart staffing solutions. We bridge the gap between American businesses and Latin American talent, offering access to a vast pool of skilled professionals at competitive rates. This approach enables our clients to scale their operations more efficiently, reduce hiring costs, and invest in growth opportunities without compromising on quality.

A Customer Support Assistant plays a pivotal role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing information about products or services. They act as the primary point of contact for customers, handling communication through various channels such as phone, email, and live chat. This role requires strong communication and problem-solving skills, as well as the ability to maintain a friendly and professional demeanor. By effectively managing customer interactions, a Customer Support Assistant helps to build trust and loyalty, contributing to the overall success and reputation of the company.

- High school diploma or equivalent; college degree preferred
- Proven customer support experience or experience as a client service representative
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multitask, prioritize, and manage time effectively
- Strong problem-solving skills and ability to remain calm under pressure
- Proficiency in Microsoft Office Suite and other relevant software
- Ability to work independently and as part of a team
- Flexibility to work in shifts, including evenings, weekends, and holidays
- Fluency in English; additional languages are a plus
- Strong attention to detail and organizational skills
- Basic technical troubleshooting skills
- Experience in a fast-paced environment is an advantage

- Respond to customer inquiries via phone, email, and chat
- Identify and assess customers’ needs for satisfaction
- Provide accurate information using appropriate methods and tools
- Handle customer complaints and provide appropriate solutions or alternatives
- Follow up on resolution of customer complaints
- Maintain positive, empathetic, and professional customer interactions
- Keep detailed records of customer interactions, transactions, comments, and complaints
- Process customer orders, forms, applications, and requests
- Adhere to communication procedures, guidelines, and policies
- Collaborate with team members to improve support processes and experiences
- Escalate unresolved issues to appropriate internal teams
- Stay updated with product information, changes, and updates
- Conduct customer follow-up calls to ensure service satisfaction and gather feedback
- Assist in training and onboarding new support team members
- Monitor customer feedback and communicate insights to management

The ideal candidate for the Customer Support Assistant role is an empathetic and detail-oriented professional with a proven track record in customer support or client service roles. With exceptional interpersonal and communication skills, they effortlessly navigate customer inquiries through phone, email, and chat, ensuring each interaction is handled with a positive and professional attitude. Their strong problem-solving abilities and calm demeanor under pressure allow them to effectively manage customer complaints and provide appropriate solutions, while their proficiency in CRM systems and Microsoft Office Suite ensures they maintain accurate and organized records of all customer interactions. Adaptable and patient, the candidate successfully engages with a diverse range of personalities and demonstrates a high capacity to multitask and prioritize in a fast-paced environment. Their commitment to continuous improvement, coupled with a proactive and resourceful approach, makes them a quick learner ready to embrace new tools and technologies. With a strong team-oriented mindset and the ability to work independently, this candidate is not only reliable and highly motivated, but also capable of offering valuable insights for service enhancement, contributing to training new team members, and delivering exceptional customer service across all touchpoints. Their fluency in English, and potentially additional languages, adds to their capability to serve a broad customer base, making them a standout fit for the role.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
- Maintain a positive, empathetic, and professional attitude toward customers
- Keep records of customer interactions, transactions, comments, and complaints
- Process orders, forms, applications, and requests
- Follow communication procedures, guidelines, and policies
- Collaborate with team members to improve support processes and customer experiences
- Escalate unresolved issues to the appropriate internal teams when necessary
- Stay updated with product information, changes, and updates to enhance support quality
- Conduct customer follow-up calls to ensure service satisfaction and gather feedback
- Assist in training and onboarding new support team members
- Monitor customer feedback and communicate insights to management for service improvement

- Excellent interpersonal and communication skills
- Strong empathy and understanding of customer needs
- Exceptional problem-solving abilities
- High attention to detail and accuracy
- Adaptability to changing situations and customer personalities
- Strong work ethic and reliability
- Ability to handle stressful situations calmly
- Team-oriented and collaborative mindset
- Strong organizational and time management skills
- Proactive and resourceful approach to tasks
- Positive and professional attitude
- Demonstrated patience and resilience
- Quick learner with a passion for continuous improvement
- Ability to work independently with minimal supervision
- Strong listening skills and ability to retain information
- Commitment to providing exceptional customer service
- Technologically savvy and quick to adopt new systems and tools
- Highly motivated and driven to achieve results
- Confident and capable when giving or receiving constructive feedback
- Cultural sensitivity and ability to communicate with diverse populations

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance
- Paid time off (vacation, sick leave, personal days)
- Flexible work schedule and ability to work remotely when needed
- Retirement savings plan with employer contributions
- Opportunity for career growth and advancement within the company
- Professional development and training programs
- Employee assistance program for personal and professional well-being
- Discounts on company products and services
- Performance-based bonuses and incentives
- Wellness programs, including gym memberships and wellness initiatives
- Access to internal mentorship and coaching programs
- Supportive and inclusive company culture
- Regular team-building activities and social events
- Travel reimbursement or commuter benefits
- Childcare support or referral programs
- Ergonomic workstations and modern office equipment
- Recognition and rewards for outstanding performance
- Opportunities to participate in company volunteer and community service opportunities