Customer Technical Support Lead

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.

The Customer Technical Support Lead plays a crucial role in ensuring customer satisfaction by overseeing and guiding the technical support team. This position involves managing and resolving complex technical issues, providing leadership and mentorship to support staff, and continuously improving support processes. The Lead collaborates with other departments to address and escalate more intricate problems, ensuring swift and effective solutions. They are responsible for maintaining high support standards, analyzing performance metrics, and implementing strategies to enhance the overall customer experience and technical support efficiency.

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in a technical support or customer support role.
- Previous leadership or supervisory experience in a technical support environment.
- Strong technical troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to manage and motivate a team effectively.
- Proficiency with support ticketing systems and relevant software tools.
- Strong analytical skills with the ability to interpret metrics and reports.
- Familiarity with support best practices, policies, and procedures.
- Ability to work collaboratively with cross-functional teams.
- Exceptional customer service skills.
- Experience in training and mentoring team members.
- Up-to-date knowledge of product features and industry trends.
- Strong organizational and time-management skills.
- Ability to handle high-pressure situations and resolve conflicts.
- Flexibility to work across different time zones and shifts.
- Knowledge of relevant tools, technologies, and processes for technical support.
- Excellent written and verbal communication skills.
- Demonstrated ability to improve team performance and customer satisfaction.
- Familiarity with incident management and escalation processes.

- Oversee daily operations of the technical support team.
- Ensure service levels and performance goals are met.
- Provide escalation support for complex technical issues.
- Conduct regular team meetings.
- Communicate updates and share best practices.
- Monitor and analyze support metrics and reports.
- Identify trends and areas for improvement.
- Develop and implement support policies, procedures, and standards.
- Collaborate with other departments for customer feedback.
- Handle customer inquiries and complaints.
- Train new team members.
- Provide ongoing coaching and development.
- Maintain up-to-date knowledge of products and industry trends.
- Create and maintain documentation including knowledge base articles.
- Participate in hiring and onboarding of new team members.
- Conduct performance evaluations and provide feedback.
- Manage scheduling and resource allocation.
- Foster a collaborative team environment.
- Facilitate adoption of new tools and technologies.
- Respond to high-priority incidents and coordinate resolution efforts.

The ideal candidate for the Customer Technical Support Lead role holds a Bachelor's degree in Computer Science, Information Technology, or a related field and boasts proven experience in a technical support or customer support environment, with previous leadership or supervisory experience. They demonstrate exceptional technical troubleshooting and problem-solving skills, paired with exemplary communication and interpersonal abilities. This individual effectively manages and motivates teams, proficiently handles support ticketing systems and relevant software tools, and applies strong analytical skills to interpret metrics and reports. They possess a deep understanding of support best practices, policies, and procedures and work collaboratively with cross-functional teams to relay customer feedback and drive product improvements. With a proactive and solution-oriented mindset, they excel under pressure, resolving conflicts with professionalism and ensuring high customer satisfaction. The ideal candidate is a detail-oriented, well-organized professional committed to continuous improvement and capable of adapting to new tools, technologies, and processes. Their empathy, patience, and superior customer service skills highlight their dedication to both team development and customer experience excellence. This highly accountable individual has a flexible approach to work, including managing a global team across various time zones, and consistently exhibits a strong sense of responsibility, integrity, and leadership.

- Oversee the daily operations of the technical support team to ensure service levels and performance goals are met.
- Provide escalation support for complex technical issues that require advanced troubleshooting and resolution.
- Conduct regular team meetings to communicate updates, share best practices, and address any team concerns.
- Monitor and analyze support metrics and reports to identify trends, areas for improvement, and training needs.
- Develop and implement support policies, procedures, and standards to improve overall team efficiency and customer satisfaction.
- Collaborate with other departments, including engineering and product management, to relay customer feedback and advocate for product improvements.
- Handle customer inquiries and complaints via phone, email, and chat to ensure timely and professional resolution.
- Train new team members and provide ongoing coaching and development to existing staff to enhance their technical skills and customer service abilities.
- Maintain up-to-date knowledge of product features, technical specifications, and industry trends to effectively support the team and customers.
- Create and maintain documentation such as knowledge base articles, troubleshooting guides, and SOPs to assist team members and customers.
- Participate in the hiring and onboarding process for new technical support team members.
- Conduct performance evaluations and provide constructive feedback to team members, setting goals and expectations for individual and team performance.
- Manage the scheduling and allocation of resources to ensure adequate support coverage across different time zones and shifts.
- Foster a positive and collaborative team environment focused on continuous improvement and delivering exceptional customer experiences.
- Facilitate the adoption of new tools, technologies, and processes designed to enhance the support team's capabilities and productivity.
- Respond to high-priority incidents and coordinate the response and resolution efforts with relevant stakeholders.

- Strong leadership and team management skills
- Excellent problem-solving and critical thinking abilities
- Superior communication and interpersonal skills
- High level of technical expertise and troubleshooting skills
- Proactive and solution-oriented mindset
- Ability to motivate and inspire team members
- Strong analytical skills for interpreting data and metrics
- Adaptability to new tools, technologies, and processes
- Exceptional customer service focus
- High level of organizational and time-management skills
- Ability to work effectively under pressure and manage conflicts
- Collaborative approach when working with cross-functional teams
- Commitment to continuous improvement and learning
- Strong attention to detail and accuracy
- Ability to prioritize tasks and manage multiple responsibilities
- High degree of professionalism and integrity
- Empathy and patience when dealing with customers and team members
- Willingness to provide constructive feedback and support development
- Strong sense of accountability and responsibility
- Ability to work flexible hours and manage a global team

- Competitive salary range
- Comprehensive health insurance plans (medical, dental, vision)
- Retirement savings plan with employer match
- Paid time off (PTO) and holidays
- Flexible work schedule
- Work-from-home/remote work options
- Professional development and training opportunities
- Career advancement opportunities
- Employee assistance programs
- Wellness programs and initiatives
- Company-sponsored social events and activities
- Tuition reimbursement for continuing education
- Performance bonuses and incentives
- Collaborative and inclusive work environment
- Access to the latest tools and technologies
- Discounted employee products and services
- Paid parental leave
- Life insurance and disability coverage
- Transportation and commuting benefits
- Recognition programs and awards