Customer Support Consultant

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Customer Support Consultant plays a pivotal role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing guidance related to products or services. This role involves direct interaction with customers through various communication channels such as phone, email, or live chat. Key responsibilities include troubleshooting problems, offering solutions, and facilitating smooth user experiences. In addition, a Customer Support Consultant gathers and reports customer feedback to help improve products and services, thereby fostering stronger customer relationships and enhancing overall company reputation.

- High school diploma or equivalent; Bachelor's degree preferred.
- Proven experience in a customer support, customer service, or related role.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and customer support tools.
- Strong problem-solving and troubleshooting skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Empathetic and patient approach to handling customer issues.
- Strong organizational skills and attention to detail.
- Ability to work both independently and as part of a team.
- Basic understanding of the company's products and services.
- Willingness to participate in ongoing training and development.
- Ability to maintain composure under pressure.
- Strong time management skills.
- Flexibility to work various shifts, including evenings and weekends.
- Familiarity with common online communication platforms (e.g., Zoom, Microsoft Teams).
- Capability to provide clear and concise instructions.
- Adaptability to rapidly changing policies and procedures.
- Experience with upselling products or services is a plus.
- Proficiency in multiple languages is an advantage.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve customer issues by gathering information, diagnosing problems, and providing step-by-step guidance.
- Document customer interactions and activities accurately in the company's CRM system.
- Escalate complex issues to higher-level support or relevant departments, ensuring proper follow-up and resolution.
- Conduct follow-ups with customers to ensure their issues have been resolved satisfactorily.
- Provide customers with information about products and services, offering upselling opportunities when appropriate.
- Participate in team meetings and training sessions to stay updated on new products, services, and policies.
- Maintain up-to-date knowledge of company products, services, and procedures.
- Collaborate with other team members and departments to resolve customer issues effectively.
- Monitor and manage multiple customer support channels to ensure SLAs and response times are met.
- Identify trends and recurring issues, and report these to management or the relevant department to help improve overall customer satisfaction.
- Assist in creating and updating customer support documentation and FAQs.
- Handle and resolve customer complaints with a calm and empathetic approach.
- Provide feedback to management on areas for improvement in customer support processes.
- Conduct customer satisfaction surveys to gather feedback on the support experience.
- Stay informed about industry best practices and contribute ideas to improve the customer support function.

The ideal candidate for the Customer Support Consultant role is a highly communicative and empathetic professional with a proven track record in customer support or a related field. They excel in verbal and written communication, allowing them to articulate solutions and instructions clearly and effectively. With strong problem-solving skills, the candidate can adeptly diagnose and troubleshoot issues, providing step-by-step guidance to customers. Their tech-savvy nature and proficiency in CRM software and various support tools enable them to manage multiple tasks seamlessly in a fast-paced environment. This individual possesses an innate ability to stay calm and composed under pressure, demonstrating patience and understanding even in challenging situations. They are highly organized, with keen attention to detail, ensuring accurate documentation and follow-up. A team player at heart, the ideal candidate thrives both independently and in collaboration with colleagues, showing adaptability to changing policies and a proactive approach to continuous learning and improvement. Their commitment to excellent customer service is evident through their customer-oriented mindset, resilience, and a willingness to work flexible hours, including evenings and weekends. While multilingual proficiency is an advantage, their confidence in upselling and providing exceptional support sets them apart as a standout candidate for this role.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve customer issues by gathering information, diagnosing problems, and providing step-by-step guidance.
- Document customer interactions and activities accurately in the company's CRM system.
- Escalate complex issues to higher-level support or relevant departments, ensuring proper follow-up and resolution.
- Conduct follow-ups with customers to ensure their issues have been resolved satisfactorily.
- Provide customers with information about products and services, offering upselling opportunities when appropriate.
- Participate in team meetings and training sessions to stay updated on new products, services, and policies.
- Maintain up-to-date knowledge of company products, services, and procedures.
- Collaborate with other team members and departments to resolve customer issues effectively.
- Monitor and manage multiple customer support channels to ensure SLAs and response times are met.
- Identify trends and recurring issues, and report these to management or the relevant department to help improve overall customer satisfaction.
- Assist in creating and updating customer support documentation and FAQs.
- Handle and resolve customer complaints with a calm and empathetic approach.
- Provide feedback to management on areas for improvement in customer support processes.
- Conduct customer satisfaction surveys to gather feedback on the support experience.
- Stay informed about industry best practices and contribute ideas to improve the customer support function.

- Strong communication skills
- Empathetic and patient demeanor
- Problem-solving aptitude
- Quick learner
- Tech-savvy
- Strong organizational skills
- Attention to detail
- Multi-tasking ability
- Customer-oriented mindset
- Team player
- Independent worker
- Adaptable to change
- Resilient under pressure
- Time management skills
- Confidence in upselling
- Proactive attitude
- Willingness to learn
- Calm and composed
- Flexible schedule
- Multilingual proficiency (preferred)

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and holiday pay
- Flexible work schedule with remote work options
- Professional development and training programs
- Opportunities for career advancement within the company
- Employee assistance program (EAP)
- Wellness programs and gym membership discounts
- Tuition reimbursement for further education
- Performance bonuses and incentive programs
- Discounted company products and services
- Collaborative and supportive work environment
- Paid parental leave and family support benefits
- Transportation and commuting assistance
- Casual dress code
- Recognition and rewards for outstanding performance