Customer Support Consultant

Vintti is a staffing agency with a unique mission: to create win-win scenarios for both US businesses and Latin American professionals. We address the challenges faced by SMBs, startups, and firms in finding the right talent, as well as the aspirations of skilled Latin American workers seeking international opportunities. By bridging this gap, Vintti enables US companies to access a wealth of untapped talent, while providing Latin American professionals with pathways to expand their careers on a global scale. Our approach cultivates a symbiotic ecosystem that benefits all parties involved.

A Customer Support Consultant is a vital role that focuses on enhancing customer satisfaction by delivering exceptional service and resolving inquiries or issues promptly. This position involves interacting with customers through various communication channels, such as phone, email, and chat, to provide assistance, information, and solutions related to the company's products or services. Customer Support Consultants play a crucial role in maintaining a positive relationship between the company and its clients, ensuring customer needs are met efficiently and effectively. They also collaborate with other departments to escalate and address complex issues and contribute to improving overall customer experience.

- Proven experience in a customer support role or similar position
- Strong technical troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Proficiency in using CRM software and customer support tools
- Ability to handle high-stress situations and manage multiple tasks simultaneously
- Customer-focused attitude with empathy and patience
- Strong organizational and time-management skills
- Familiarity with social media platforms and monitoring tools
- Basic understanding of billing processes and financial adjustments
- Ability to work collaboratively in a team environment
- Detail-oriented with strong documentation skills
- Willingness to participate in ongoing training and professional development
- Ability to quickly learn and adapt to new technologies and product updates
- High school diploma or equivalent; a bachelor’s degree is preferred
- Fluent in [insert relevant languages if needed]
- Flexibility to work various shifts, including weekends and holidays as needed

- Respond to customer inquiries via phone, email, and chat
- Assist customers with technical issues and troubleshooting
- Provide detailed product and service information to customers
- Escalate customer issues to appropriate departments
- Document customer interactions in the CRM system
- Follow up with customers to ensure resolution of issues
- Collaborate with the support team to improve processes
- Identify and report recurring customer issues
- Offer alternative solutions to retain customers
- Provide feedback to the product development team
- Educate customers on self-service options
- Participate in regular training sessions
- Monitor and respond to social media customer comments
- Handle billing inquiries and process payment adjustments or refunds
- Conduct customer satisfaction surveys and report findings
- Manage and prioritize multiple support requests simultaneously
- Maintain a positive, empathetic, and professional attitude
- Assist in onboarding new customers
- Collaborate with the sales team on upselling and cross-selling opportunities
- Participate in team meetings and contribute to department goals

The ideal candidate for the Customer Support Consultant role is a seasoned professional with a proven track record in customer support or a similar client-facing position. They possess exceptional technical troubleshooting and problem-solving abilities, allowing them to efficiently resolve customer issues. The candidate excels in both verbal and written communication, ensuring clear and concise interactions with customers across various channels, including phone, email, chat, and social media. Proficient in CRM software and support tools, they maintain detailed documentation of all customer interactions and solutions provided. This individual demonstrates a strong customer-focused attitude, displaying empathy, patience, and a proactive approach to addressing client needs. They are well-organized and manage multiple tasks simultaneously, even in high-stress situations. As a collaborative team player, they contribute to continuous process improvements and provide valuable feedback to product development teams. The ideal candidate is diligent in ongoing training and professional development, quickly adapting to new technologies and product updates. With a basic understanding of billing processes and financial adjustments, they handle inquiries with accuracy and professionalism. They are reliable, punctual, and exhibit a high emotional intelligence, remaining calm under pressure. With exceptional interpersonal skills and a commitment to customer service excellence, this candidate consistently goes above and beyond to ensure customer satisfaction, demonstrating flexibility in working various shifts, including weekends and holidays as needed.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Assist customers with troubleshooting and resolving technical issues
- Provide detailed product and service information to customers
- Escalate customer issues to relevant departments when necessary
- Document customer interactions and maintain accurate records in the CRM system
- Follow up with customers to ensure their issues are resolved and their needs are met
- Collaborate with the support team to improve customer service processes
- Identify and report recurring customer issues to management
- Offer alternative solutions where appropriate with the goal of retaining customers’ business
- Provide feedback and suggestions to the product development team based on customer interactions
- Educate customers on self-service options and resources available on the company's website
- Participate in regular training sessions to stay updated on product knowledge and company policies
- Monitor social media channels for customer comments and respond as needed
- Handle billing inquiries and process payment adjustments or refunds
- Conduct customer satisfaction surveys and report findings to the management team
- Manage and prioritize multiple customer support requests simultaneously
- Maintain a positive, empathetic, and professional attitude towards customers at all times
- Assist in the onboarding process of new customers, guiding them through setup and initial use
- Work closely with the sales team to identify potential upselling and cross-selling opportunities
- Participate in team meetings and contribute to department goals and targets

- Empathetic and patient demeanor
- Strong problem-solving skills
- Excellent verbal and written communication abilities
- Detail-oriented with thorough documentation skills
- Collaborative team player
- Adaptable and quick learner
- Customer-focused mindset
- Strong organizational and multitasking capabilities
- Tech-savvy with the ability to quickly grasp new software and tools
- High emotional intelligence
- Proactive and solution-oriented approach
- Positive and professional attitude
- Reliable and punctual
- Strong interpersonal skills
- Ability to remain calm under pressure
- Willingness to go above and beyond for customer satisfaction
- Resilient and able to handle high-stress situations
- Strong work ethic and dedication to continuous improvement
- Flexible with regard to working hours, including weekends and holidays
- A passion for helping others and commitment to customer service excellence

- Competitive salary range: $40,000 - $50,000 per year
- Comprehensive health benefits including medical, dental, and vision insurance
- 401(k) retirement plan with company matching
- Paid time off (PTO) including vacation days, sick leave, and holidays
- Flexible work schedule options
- Opportunities for remote work or hybrid work arrangements
- Professional development programs and training opportunities
- Tuition reimbursement for further education
- Employee assistance program (EAP) for personal and professional support
- Wellness programs and gym membership discounts
- Performance bonuses and incentives
- Company-paid life insurance and disability coverage
- Free or discounted company products or services
- Work-life balance initiatives such as flexible scheduling and family leave
- Career advancement opportunities within the company
- Inclusive and supportive workplace culture
- Regular team-building activities and company events
- Access to the latest technology and tools for customer support
- Recognition programs and awards for outstanding performance
- Employee referral bonus program
- On-site amenities such as a cafeteria, lounge, and game room (if applicable)
- Transportation or commuting assistance, such as a travel stipend or transit pass