Enterprise Customer Support Specialist

Vintti bridges the staffing gap for US businesses with a unique focus on time zone compatibility. We source top talent from Latin America, offering companies access to professionals who are available during standard US working hours. This alignment eliminates the need for off-hour communications and allows for integrated teamwork, as if all team members were in the same office.

An Enterprise Customer Support Specialist plays a crucial role in ensuring the satisfaction and success of a company's largest and most vital clients. This role involves providing dedicated, high-level support to enterprise customers, addressing complex issues, and ensuring swift resolutions to maintain uninterrupted business operations. Responsibilities include managing and resolving technical and operational inquiries, offering personalized assistance, and collaborating with internal teams to enhance customer experience. An Enterprise Customer Support Specialist is essential for fostering strong client relationships, understanding unique business needs, and driving customer loyalty and retention.

- Bachelor's degree in a related field or equivalent work experience.
- Minimum 3 years of experience in a customer support or technical support role.
- Proven experience in troubleshooting and diagnosing technical issues.
- Exceptional verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Proficiency in using customer service software and ticketing systems.
- Ability to manage multiple priorities and meet deadlines.
- Strong problem-solving skills and attention to detail.
- Experience with remote support tools and techniques.
- Familiarity with CRM systems and practices.
- Basic understanding of network and system administration.
- Flexibility to work varying shifts, including evenings and weekends.
- Ability to work independently and as part of a team.
- Analytical skills to interpret data and metrics.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Continuous learning mindset and adaptability to change.
- Experience in creating and maintaining knowledge base articles.
- Ability to provide training and guidance to customers.
- Strong organizational and time management skills.
- Experience in managing customer accounts and billing inquiries.
- Knowledge of root cause analysis methodologies.
- Understanding of product development cycles and feedback processes.
- Ability to conduct follow-up communications professionally.
- Familiarity with SLA management and escalation procedures.
- Basic understanding of software development and deployment processes.
- Detail-oriented with the ability to document issues accurately.
- Experience in a fast-paced, high-volume support environment.

- Respond to customer inquiries and issues via phone, email, and chat support channels.
- Troubleshoot and diagnose technical problems related to products or services.
- Escalate complex issues to higher-level support or specialized teams when necessary.
- Provide product training and guidance to customers to ensure effective use of the service.
- Monitor and maintain customer service ticketing systems, ensuring issues are documented, updated, and resolved promptly.
- Conduct follow-up communications to ensure customer satisfaction and resolution of issues.
- Collaborate with internal teams, such as product development, to relay customer feedback and suggest improvements.
- Manage customer accounts, including billing inquiries, upgrades, and cancellations.
- Create and maintain knowledge base articles and FAQs for both internal and external use.
- Participate in regular team meetings to discuss ongoing issues, updates, and customer feedback.
- Analyze customer service metrics and report on trends, identifying areas for improvement.
- Assist in onboarding new customers and providing them with the necessary resources and support.
- Maintain an up-to-date understanding of company products, services, and any changes or updates.
- Conduct root cause analysis to prevent recurring issues and improve overall service quality.
- Develop and update customer support processes to enhance efficiency and effectiveness.
- Provide feedback to improve training materials and support documentation.

The ideal candidate for the role of Enterprise Customer Support Specialist will possess a Bachelor's degree in a related field or equivalent work experience, complemented by a minimum of 3 years in a customer or technical support role. They will have a proven ability to troubleshoot and diagnose technical issues with exceptional verbal and written communication skills, ensuring clear and effective interaction with customers and colleagues alike. This individual will exhibit a high degree of empathy, patience, and a customer-centric attitude, excelling in managing multiple priorities and meeting deadlines under pressure. Proficiency in customer service software, ticketing systems, CRM systems, remote support tools, and Microsoft Office Suite is essential, along with a basic understanding of network and system administration. Their analytical mindset will enable them to interpret data and metrics effectively, while their problem-solving skills and attention to detail will aid in conducting root cause analyses and enhancing customer support processes. The ideal candidate will demonstrate strong organizational and time-management skills, resilience, and adaptability in a fast-paced environment. They will be adept at creating and maintaining knowledge base articles and providing training and guidance to clients, with an eagerness to learn and adapt to new technologies and processes. This proactive, collaborative team player will possess a high level of professionalism and courtesy, capable of conveying technical information to non-technical users with clarity and precision. Driven by a commitment to continuous improvement, personal development, and maintaining the integrity and confidentiality of customer data, this candidate will thrive in both independent and team settings, demonstrating dependability and consistency in task follow-through.

- Respond to customer inquiries and issues via phone, email, and chat support channels.
- Troubleshoot and diagnose technical problems related to products or services.
- Escalate complex issues to higher-level support or specialized teams when necessary.
- Provide product training and guidance to customers to ensure effective use of the service.
- Monitor and maintain customer service ticketing systems, ensuring issues are documented, updated, and resolved promptly.
- Conduct follow-up communications to ensure customer satisfaction and resolution of issues.
- Collaborate with internal teams, such as product development, to relay customer feedback and suggest improvements.
- Manage customer accounts, including billing inquiries, upgrades, and cancellations.
- Create and maintain knowledge base articles and FAQs for both internal and external use.
- Participate in regular team meetings to discuss ongoing issues, updates, and customer feedback.
- Analyze customer service metrics and report on trends, identifying areas for improvement.
- Assist in onboarding new customers and providing them with the necessary resources and support.
- Maintain an up-to-date understanding of company products, services, and any changes or updates.
- Conduct root cause analysis to prevent recurring issues and improve overall service quality.
- Develop and update customer support processes to enhance efficiency and effectiveness.
- Provide feedback to improve training materials and support documentation.

- Strong problem-solving skills and analytical mindset
- Exceptional verbal and written communication abilities
- High degree of empathy and patience with customers
- Ability to manage and prioritize multiple tasks effectively
- Collaborative team player with a proactive approach
- Eager and quick to learn new technologies and processes
- Detail-oriented with strong organizational skills
- Adaptability to changing environments and requirements
- Self-motivated with a strong work ethic
- Resilience under pressure and in high-volume situations
- Active listening and critical thinking abilities
- Ability to convey technical information clearly to non-technical users
- Positive and customer-centric attitude
- Ability to think critically and creatively to resolve complex issues
- Strong interpersonal and relationship-building skills
- Commitment to continuous improvement and personal development
- Dependability and consistency in task follow-through
- Tech-savvy with an aptitude for learning software applications
- Strong time management skills and the ability to meet deadlines
- High level of professionalism and courtesy in customer interactions
- Ability to work remotely and independently with minimal supervision
- High level of integrity and confidentiality when handling customer data

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Flexible work schedules, including options for remote work
- Paid time off (PTO) and holidays
- 401(k) retirement plan with company match
- Professional development opportunities and access to training resources
- Tuition reimbursement for continuing education
- Performance-based bonuses and incentives
- Employee assistance program (EAP) with mental health support
- Wellness programs, including gym membership discounts
- Parental leave and family-friendly policies
- Company-sponsored social events and team-building activities
- Technology stipend for home office setup
- Career growth and advancement opportunities within the company
- Collaborative and inclusive work environment
- Life and disability insurance coverage
- Commuter benefits and transportation subsidies
- Employee referral bonus program
- Access to industry conferences and networking events