Frontline Customer Support Specialist

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Frontline Customer Support Specialist plays a vital role in ensuring customer satisfaction and loyalty by providing immediate assistance and solutions to clients' inquiries and issues. This role involves direct interaction with customers through various channels such as phone, email, and chat, emphasizing the importance of effective communication and problem-solving skills. Specialists are responsible for understanding customer needs, offering appropriate resolutions, and escalating complex issues to higher-level support when necessary. By maintaining a positive, empathetic, and professional demeanor, Frontline Customer Support Specialists enhance the overall customer experience and contribute to the company's reputation.

- High school diploma or equivalent; college degree preferred
- Proven experience in a customer support or customer service role
- Strong verbal and written communication skills
- Proficiency in using customer support software, CRM systems, and online communication tools
- Ability to troubleshoot basic technical issues
- Strong problem-solving skills and attention to detail
- Excellent organizational and multitasking abilities
- Ability to work independently and as part of a team
- Empathy and patience when dealing with customers
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Ability to manage time effectively and prioritize tasks
- Flexibility to work various shifts, including evenings, weekends, and holidays as needed
- Knowledge of the company's products or services is a plus
- Understanding of billing processes and payment systems
- Experience in handling escalated customer issues is desirable
- Ability to maintain a professional demeanor in stressful situations
- Willingness to learn and adapt to new tools and technologies

- Respond to customer inquiries via phone, email, and live chat
- Provide accurate information and resolutions to customer queries
- Document customer interactions and maintain records of communications
- Escalate unresolved or complex issues to higher-level support
- Monitor and follow up on customer support tickets
- Assist customers with troubleshooting product or service issues
- Promote the use of self-service resources and tools
- Process requests for account updates, changes, and cancellations
- Handle billing inquiries and assist with payment processing and adjustments
- Gather and report customer feedback for process improvements
- Participate in team meetings and training sessions
- Collaborate with team members to share knowledge
- Maintain a positive, empathetic, and professional attitude towards customers
- Adhere to company policies and procedures
- Assist in onboarding and training new support specialists

The ideal candidate for the Frontline Customer Support Specialist role will possess a high school diploma or equivalent, with a college degree being a plus, and have proven experience in customer support or customer service roles. They should excel in both verbal and written communication, demonstrating the ability to convey detailed information and instructions clearly and courteously. The candidate will be proficient in using customer support software, CRM systems, and online communication tools, with strong technical troubleshooting skills and a keen eye for detail. Their problem-solving abilities will be paired with excellent organizational and multitasking skills, enabling them to manage time effectively and prioritize tasks efficiently in a fast-paced environment. Empathy and patience are essential, allowing them to maintain a positive, professional, and calm demeanor even under pressure. The ideal candidate must work well independently and collaboratively within a team, showcasing a proactive mindset, reliability, and punctuality. Additionally, they should demonstrate adaptability to new tools and technologies and have flexibility to work various shifts, including evenings, weekends, and holidays. A deep understanding of the company's products or services, knowledge of billing processes, and experience handling escalated customer issues will set them apart. Above all, they will be committed to delivering exceptional customer service and eager to contribute to continuous process improvements.

- Respond to customer inquiries via phone, email, and live chat in a timely and courteous manner
- Provide accurate information and resolutions to customer issues and questions
- Document all customer interactions and maintain detailed records of communication and problem resolution
- Escalate complex or unresolved issues to higher-level support or technical teams as needed
- Monitor customer support tickets and ensure timely follow-up and closure
- Assist customers with troubleshooting product or service issues
- Promote and guide customers on the use of self-service resources and tools
- Process customer requests for account updates, changes, and cancellations
- Handle billing inquiries and assist with payment processing and adjustments
- Gather customer feedback and report recurring issues to management for process improvement
- Participate in regular team meetings and training sessions to stay updated on product knowledge and support procedures
- Collaborate with team members to share knowledge and develop best practices for customer service
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Adhere to company policies and procedures while providing exceptional customer service
- Assist in onboarding and training new frontline customer support specialists as needed

- Strong communication skills, both verbal and written
- Empathetic and patient demeanor
- High attention to detail
- Strong problem-solving abilities
- Excellent organizational skills
- Proficient in multitasking
- Ability to work independently
- Strong team collaboration skills
- Positive and professional attitude
- Flexibility to work a variety of shifts
- Adaptability to new tools and technologies
- Ability to remain calm under pressure
- Quick learner with a proactive mindset
- High sense of responsibility and initiative
- Reliability and punctuality in attendance
- Strong technical aptitude for using support software and tools

- Competitive salary range between $40,000 and $55,000 annually
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company match
- Generous paid time off (PTO) and holiday schedule
- Work-from-home flexibility and remote working options
- Opportunities for career advancement and professional development
- Employee assistance program (EAP)
- Paid parental leave
- Access to ongoing training and learning resources
- Wellness programs and initiatives
- Company-sponsored events and team-building activities
- Flexible scheduling options for better work-life balance
- Recognition and rewards programs
- Subsidized commuter benefits or transportation allowances
- Employee discounts on company products and services
- A supportive and inclusive workplace environment