Customer Support Representative II

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

A Customer Support Representative II plays a crucial role in bridging the gap between customers and the company, providing effective and empathetic support to resolve complex issues. This position involves handling escalated queries, troubleshooting technical problems, and offering solutions in a timely manner. They utilize advanced knowledge of company products and services to assist customers and ensure their satisfaction. With excellent communication skills and a keen eye for detail, they contribute to enhancing the customer experience while also identifying opportunities to improve support processes. This role demands a strong commitment to customer success and teamwork.

- High school diploma or equivalent; associate's or bachelor's degree preferred
- Minimum of 2-3 years of experience in customer support or a related role
- Excellent verbal and written communication skills
- Proficiency in using CRM software and other support tools
- Strong problem-solving and troubleshooting abilities
- Ability to handle multiple tasks and prioritize effectively
- Familiarity with product and service features relevant to the company
- Strong attention to detail and accuracy in documentation
- Ability to work effectively in a team environment
- Ability to handle high-stress situations with professionalism and calm demeanor
- Strong organizational skills and ability to follow procedures
- Proficiency in working with common office software (e.g., Microsoft Office, Google Suite)
- Ability to adapt to new technologies and methodologies quickly
- Strong customer-focused mindset
- Flexibility to work varying shifts, including evenings, weekends, and holidays, if needed

- Respond to customer inquiries via phone, email, and live chat
- Assist customers with product issues, billing questions, and account management
- Troubleshoot and resolve technical problems with customers
- Document all customer interactions and solutions in the CRM system
- Provide prompt and accurate responses to customer questions
- Escalate complex issues to higher-level support or relevant departments
- Follow up with customers to ensure their issues are fully resolved
- Suggest improvements to procedures, scripts, and tools to enhance service quality
- Participate in team meetings and training sessions
- Stay updated on product and service features, company policies, and industry trends
- Process orders, returns, and exchanges as needed
- Collaborate with team members to ensure a high level of customer satisfaction
- Use customer feedback to report common issues and trends to management
- Test and evaluate software updates as needed to provide accurate support
- Deliver exceptional customer service to foster positive relationships and repeat business

The ideal candidate for the Customer Support Representative II role will possess a high school diploma or equivalent, with a preference for an associate's or bachelor's degree. They bring 2-3 years of experience in customer support or a related field, showcasing excellent verbal and written communication skills and the ability to use CRM software and other support tools proficiently. This individual is a strong problem solver with the capability to troubleshoot technical issues effectively while maintaining meticulous documentation of all customer interactions. They prioritize tasks efficiently, adapting quickly to new technologies and methodologies, and have a solid familiarity with the product and service features relevant to the company. The best candidate stands out with their empathetic and patient nature, highly developed listening skills, emotional intelligence, and the ability to communicate clearly and concisely. Professionalism under pressure, flexibility in working various shifts, including evenings, weekends, and holidays, and a strong customer-focused mindset are crucial. Additionally, they are dependable, reliable, exhibit a strong work ethic, and demonstrate a positive and professional attitude. A team-oriented mindset, high initiative, self-motivation, attention to detail, and a proactive problem-solving approach further distinguish the ideal candidate, ensuring they can deliver exceptional customer service and foster positive customer relationships.

- Respond to customer inquiries via phone, email, and live chat
- Assist customers with product issues, billing questions, and account management
- Troubleshoot and resolve technical problems with customers
- Document all customer interactions and solutions in the CRM system
- Provide prompt and accurate responses to customer questions
- Escalate complex issues to higher-level support or relevant departments
- Follow up with customers to ensure their issues are fully resolved
- Suggest improvements to procedures, scripts, and tools to enhance service quality
- Participate in team meetings and training sessions
- Stay updated on product and service features, company policies, and industry trends
- Process orders, returns, and exchanges as needed
- Collaborate with team members to ensure a high level of customer satisfaction
- Use customer feedback to report common issues and trends to management
- Test and evaluate software updates as needed to provide accurate support
- Deliver exceptional customer service to foster positive relationships and repeat business

- Strong empathy and patience
- Excellent listening skills
- Clear and concise communication
- High emotional intelligence
- Quick learning and adaptability
- Dependability and reliability
- Strong work ethic
- Positive and professional attitude
- Strong multitasking abilities
- Team-oriented mindset
- High level of initiative and self-motivation
- Attention to detail
- Customer-centric focus
- Ability to stay calm under pressure
- Flexibility and open-mindedness
- Proactive problem-solving approach

- Competitive salary ranging from $40,000 to $55,000 annually, depending on experience and qualifications
- Comprehensive health insurance, including medical, dental, and vision coverage
- 401(k) retirement plan with company matching contributions
- Paid time off (PTO) and holiday pay
- Flexible work hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement for continuing education
- Employee assistance program (EAP) for personal and work-related support
- Wellness programs and incentives
- Discounted company products and services
- Performance-based bonuses and incentives
- Collaborative and inclusive work environment
- Opportunities for career advancement and growth within the company
- Free on-site parking or transportation reimbursement
- Access to company-sponsored events and activities