Digital Customer Support Specialist

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Digital Customer Support Specialist is a key role focused on providing exceptional customer service through digital channels such as email, chat, and social media. This professional is adept at resolving inquiries efficiently, ensuring a seamless online experience for customers. By leveraging their strong communication and technical skills, they troubleshoot issues, offer solutions, and provide helpful guidance. The role requires a thorough understanding of the company's products or services, a customer-centric mindset, and the ability to adapt to evolving digital tools and platforms to enhance satisfaction and build lasting customer relationships.

- Bachelor's degree in a related field or equivalent practical experience.
- Minimum 2 years of experience in customer support, particularly in a digital or technology-focused environment.
- Proficiency with customer relationship management (CRM) systems and other support software.
- Excellent written and verbal communication skills.
- Strong troubleshooting and problem-solving abilities.
- Ability to multi-task, prioritize, and manage time effectively.
- Familiarity with social media platforms and online communication channels.
- High level of attention to detail and accuracy in record-keeping and communications.
- Strong interpersonal skills and a team-oriented mindset.
- Capability to work independently and handle stressful situations.
- Ability to stay updated with changes in digital products and services.
- Knowledge of common digital tools and platforms (e.g., web browsers, mobile apps).
- Flexibility to work varying shifts, including evenings and weekends if necessary.

- Respond to customer inquiries via multiple channels.
- Troubleshoot and resolve issues related to digital products.
- Escalate complex issues to appropriate departments.
- Maintain detailed records in the CRM system.
- Provide product information and usage guidance.
- Monitor and analyze customer feedback.
- Collaborate with product and development teams.
- Update and maintain customer support resources.
- Conduct follow-up communications for issue resolution.
- Participate in team meetings and share best practices.
- Stay informed about product updates and changes.
- Assist in onboarding and training new team members.

The ideal candidate for the Digital Customer Support Specialist role is an empathetic and adept communicator with a Bachelor's degree in a related field or equivalent practical experience, coupled with a minimum of two years in customer support within a digital or technology-focused environment. They possess exceptional written and verbal communication skills, along with a demonstrated proficiency in using CRM systems and other support software. With strong troubleshooting and problem-solving abilities, they can efficiently handle a variety of customer issues across multiple channels, including email, chat, and social media. The individual excels in a fast-paced and evolving environment, showcasing exemplary multitasking, prioritization, and organizational skills. Known for their attention to detail and accuracy in record-keeping, they approach customer interactions with patience, professionalism, and an active listening mindset, ensuring high levels of customer satisfaction. Additionally, they are flexible, proactive, and resilient, capable of working both independently and collaboratively within a team. Their tech-savvy nature and passion for digital products are complemented by their ability to articulate technical information clearly and innovate continuously to improve customer support processes and resources. Above all, they bring a reliable and dependable presence to the team, committed to staying updated with industry changes and contributing positively to the dynamic support environment.

- Respond to customer inquiries via email, chat, and social media platforms in a timely and professional manner.
- Troubleshoot and resolve customer issues related to digital products and services.
- Escalate complex issues to the appropriate departments or teams when necessary.
- Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
- Provide product information and guidance to customers to help them maximize the use of digital services.
- Monitor and track customer feedback to identify trends and areas for improvement.
- Collaborate with product and development teams to communicate customer issues and potential product enhancements.
- Update and maintain FAQ pages, help guides, and other customer support resources.
- Conduct follow-up communications to ensure customer issues are fully resolved and satisfaction is achieved.
- Participate in regular team meetings to discuss ongoing challenges and share best practices.
- Stay up-to-date with product updates, system changes, and new features.
- Assist with onboarding and training new customer support team members.

- Empathetic and customer-centered mindset
- Strong active listening skills
- Patience and professionalism in handling customer interactions
- Quick and independent learning ability
- Adaptability to rapidly changing environments
- Proactive problem-solving approach
- Positive and resilient attitude
- Strong organizational skills
- Excellent multitasking capabilities
- High level of reliability and dependability
- Collaborative and team-oriented spirit
- Tech-savvy with a passion for digital products
- Effective communication skills across various channels
- Ability to articulate technical information clearly
- Innovative thinking for continuous improvement

- Competitive salary range aligned with industry standards
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company matching contributions
- Paid time off (PTO) including vacation, personal days, and holidays
- Flexible work hours and remote work options
- Employee wellness programs and resources
- Professional development and training opportunities
- Tuition reimbursement for further education
- Career advancement and growth opportunities within the company
- Employee recognition programs and awards
- Discounted or free access to company products and services
- Collaborative and inclusive company culture
- Access to cutting-edge digital tools and technology
- Parental leave and family support benefits
- Employee assistance program (EAP) for mental health and counseling
- Work-life balance initiatives and support
- Inclusive workplace with diversity and inclusion programs
- Onsite amenities or stipends for home office setup
- Company-sponsored social events and team-building activities