Email Support Specialist

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

An Email Support Specialist is a key player in ensuring seamless communication between a company and its customers. This role focuses on responding to customer inquiries, resolving issues, and providing detailed information via email. The specialist is adept at handling a high volume of emails, demonstrating excellent written communication skills, and maintaining a professional and empathetic tone. By managing and prioritizing emails effectively, the Email Support Specialist enhances customer satisfaction and supports overall business operations, contributing to the company's reputation and customer loyalty.

- High school diploma or equivalent; college degree preferred.
- Proven experience in a customer support or email support role.
- Proficiency with CRM software and email management systems.
- Strong written communication skills with attention to detail.
- Excellent problem-solving and troubleshooting abilities.
- Ability to manage time effectively and prioritize tasks.
- Strong understanding of technical products and services.
- Ability to work independently and as part of a team.
- High level of empathy and customer service orientation.
- Flexibility to work after-hours or during peak times as needed.
- Familiarity with standard customer service procedures and practices.
- Basic knowledge of data privacy and handling sensitive information.
- Ability to analyze customer feedback and identify trends.
- Proficient in English; additional language skills are a plus.
- Ability to stay calm and professional under pressure.
- Strong organizational skills and ability to document interactions effectively.
- Continuous learning mindset to stay updated on product and policy changes.
- Familiarity with email response templates and customization.

- Respond promptly and professionally to customer emails.
- Troubleshoot technical issues and provide solutions or escalate when necessary.
- Update and maintain accurate customer records in the CRM system.
- Identify and escalate urgent issues for quick resolution.
- Follow up to ensure customer queries are fully resolved.
- Collaborate with other departments to solve customer problems.
- Monitor email queues and prioritize tasks.
- Create personalized responses for common questions.
- Offer feedback for process improvements based on customer interactions.
- Track and report recurring issues to enhance customer experience.
- Stay informed about product details and company policies.
- Ensure email communications follow company guidelines and tone.
- Participate in team meetings and ongoing training.
- Develop and update email templates for frequent inquiries.
- Analyze customer feedback to identify issues and improvement areas.
- Maintain empathy and professionalism in all interactions.
- Document customer interactions and resolutions accurately.
- Provide after-hours support during peak periods as needed.

The ideal candidate for the Email Support Specialist role will have a college degree or equivalent experience in a customer support capacity, demonstrating a robust background in handling email inquiries and using CRM software efficiently. They will possess impeccable written communication skills, marked by a keen attention to detail and a strong technical aptitude. With proven problem-solving and troubleshooting abilities, they can manage time effectively and balance multiple tasks, prioritizing to ensure timely resolutions. They bring a proactive, empathetic approach to customer service, maintaining professionalism and composure under pressure. This candidate is a quick learner who stays updated on product knowledge and company policies, driven by a continuous improvement mindset. They demonstrate both independence and team collaboration skills, contributing positively in team settings and training sessions. Adaptable and flexible, they are prepared to provide after-hours support during peak times. Their organizational skills are exemplary, ensuring all customer interactions are well-documented, and they can confidently handle sensitive information. Ultimately, this individual is results-driven, committed to excellence, and embodies a positive attitude and strong work ethic, making them a valuable asset for providing exceptional email support.

- Respond to customer inquiries and issues via email in a timely and professional manner.
- Troubleshoot and resolve customer technical issues by providing clear instructions or escalating to the appropriate department.
- Maintain and update customer records within the company's CRM system.
- Identify and escalate priority issues to ensure swift resolution.
- Follow up on customer queries to ensure complete resolution and satisfaction.
- Collaborate with other departments to address and resolve customer concerns effectively.
- Monitor email queues and prioritize tasks to manage workload efficiently.
- Draft and send personalized responses to frequently asked questions.
- Provide feedback and suggestions for process improvements based on customer interactions.
- Track and report recurring issues to help improve overall customer experience.
- Stay updated on product knowledge and company policies to provide accurate information to customers.
- Ensure all email communications adhere to the company's guidelines and tone.
- Participate in team meetings and training sessions to stay aligned with company objectives and updates.
- Assist in creating and updating email response templates for common inquiries.
- Analyze customer feedback and trends to identify potential issues and areas for improvement.
- Maintain a high level of empathy and professionalism in all customer interactions.
- Document all customer interactions and resolutions accurately for future reference.
- Provide after-hours support during peak seasons or as required by the company.

- Strong attention to detail and accuracy
- Excellent written communication skills
- Empathetic and customer-focused mindset
- Proactive problem-solving abilities
- Ability to handle multiple tasks and prioritize effectively
- Strong technical aptitude and willingness to learn
- Ability to work both independently and collaboratively
- Calm and professional under pressure
- Results-driven and committed to excellence
- High degree of adaptability and flexibility
- Positive attitude and strong work ethic
- Quick learner with a continuous improvement mindset
- Ability to maintain confidentiality and handle sensitive information responsibly
- Organized and methodical approach to tasks
- Ability to give and receive constructive feedback

- Competitive salary range: $45,000 - $55,000 annually
- Comprehensive health, dental, and vision insurance
- Flexible working hours and remote work options
- Paid time off (PTO) and holidays
- 401(k) retirement plan with company match
- Professional development opportunities and online learning courses
- Employee assistance program (EAP)
- Gym membership or wellness program reimbursement
- Regular team-building activities and events
- Career advancement opportunities in a growing company
- Employee discount on company products and services
- Paid parental leave
- Access to mental health resources and support
- Company-sponsored volunteer opportunities and community service initiatives
- Recognition and rewards programs
- Ergonomic office equipment and technology reimbursement
- Travel reimbursement for work-related activities
- Relaxed and inclusive company culture with diverse teams