Frontline Support Specialist

Vintti is a cutting-edge staffing agency revolutionizing the way US companies build their teams. Leveraging advanced technology and embracing the power of remote work, we connect SMBs, startups, and firms across the United States with top-tier talent from Latin America. Our platform seamlessly integrates professionals into US business ecosystems, regardless of physical borders. Vintti operates on the principle of a borderless future of work, where skills and expertise trump geographical constraints.

A Frontline Support Specialist is the first point of contact for customers seeking assistance. They play a crucial role in ensuring customer satisfaction by addressing inquiries, solving issues, and providing essential information about products and services. Utilizing strong communication and problem-solving skills, they manage and resolve support tickets promptly. With a proactive approach, they gather feedback to improve customer experience and escalate complex issues to higher-level technical teams when needed. Their commitment to delivering exceptional service helps maintain customer trust and loyalty, contributing to the overall success of the organization.

- Bachelor's degree or equivalent work experience in customer service or a related field.
- Proven experience in a customer support role, preferably in a technical or software environment.
- Strong problem-solving skills with the ability to troubleshoot and resolve issues independently.
- Excellent verbal and written communication skills.
- Proficiency in using support ticketing systems and customer relationship management (CRM) software.
- Ability to handle high volumes of inquiries efficiently while maintaining quality standards.
- Familiarity with the company's products and services, or the ability to learn quickly.
- Strong multitasking abilities and organizational skills.
- Experience using email, phone systems, and live chat platforms.
- Ability to work collaboratively within a team environment.
- Flexibility to adapt to shifting priorities and new processes.
- Commitment to providing exceptional customer service and maintaining customer satisfaction.
- Attention to detail in documenting customer interactions and resolutions.
- Basic technical knowledge or aptitude to master product usage, installation, and configuration.
- Ability to identify recurring issues and suggest improvements.
- Willingness to stay informed on industry trends and new product developments.
- Availability to work varied shifts, if required.
- Excellent time management skills to prioritize tasks effectively.

- Respond to customer inquiries via phone, email, and live chat.
- Troubleshoot and resolve basic customer issues.
- Escalate complex issues to higher-level support.
- Maintain and update customer records.
- Triage and prioritize support tickets.
- Guide customers on product usage, installation, and configuration.
- Identify and report recurring issues.
- Collaborate with cross-functional teams.
- Participate in team meetings.
- Maintain knowledge of products and services.
- Stay informed on new product features and releases.
- Process returns, exchanges, and refunds.
- Create and update support documentation and FAQs.
- Conduct follow-ups with customers for satisfaction and resolution.
- Manage time to handle a high volume of inquiries.
- Use customer feedback to suggest improvements.

The ideal candidate for the Frontline Support Specialist position is a highly empathetic and customer-focused individual with a bachelor's degree or equivalent work experience in customer service or a related field. They possess proven experience in a customer support role, preferably within a technical or software environment, and demonstrate strong problem-solving abilities with the capacity to troubleshoot and resolve issues independently. Excellent verbal and written communication skills enable them to articulate technical information clearly and concisely, while their proficiency with support ticketing systems and CRM software ensures efficient management of high inquiry volumes. The candidate is a proactive problem solver with exceptional attention to detail and the ability to identify and report recurring issues for continuous improvement. Their strong multitasking abilities, organizational skills, and willingness to adapt to shifting priorities make them an excellent team player who thrives in a collaborative environment. Exhibiting a high level of patience, resilience, and a positive attitude, they remain calm under pressure and are committed to providing exceptional customer service. This individual is a quick learner, eager to stay informed on industry trends and new product developments, and demonstrates integrity, professionalism, and a strong sense of responsibility and ownership. Additionally, they are self-motivated, possess excellent time management skills, and exhibit a strong work ethic, making them a highly valued member of the support team.

- Answer incoming customer inquiries via phone, email, and live chat, providing timely and accurate solutions.
- Identify and troubleshoot customer issues, escalating complex problems to higher-level support or specialized teams as needed.
- Document and update customer records with information about interactions and issue resolutions.
- Follow established protocols to triage and prioritize support tickets based on urgency and impact.
- Provide step-by-step guidance to customers on product usage, installation, and configuration.
- Track and report recurring customer issues to help improve service quality and product performance.
- Collaborate with cross-functional teams to resolve technical problems and improve customer experience.
- Participate in regular team meetings to discuss ongoing issues, updates, and strategies for enhancing support services.
- Maintain a comprehensive understanding of company products and services to offer informed assistance.
- Stay updated on new product features, releases, and best practices to better serve customers.
- Process returns, exchanges, and refunds in accordance with company policies and procedures.
- Assist in creating and updating support documentation and FAQs for external and internal use.
- Proactively reach out to customers for follow-ups to ensure satisfaction and issue resolution.
- Manage time effectively to handle a high volume of customer inquiries without compromising quality.
- Use customer feedback to suggest improvements to products, services, and support processes.

- Highly empathetic and customer-focused
- Excellent active listening skills
- Strong attention to detail
- Proactive problem solver
- Adaptable to changing circumstances
- Excellent team player
- High level of patience and resilience
- Strong sense of responsibility and ownership
- Quick learner with a willingness to continuously improve
- Ability to remain calm under pressure
- Positive attitude with a can-do mindset
- Strong time management and organizational skills
- Ability to communicate technical information clearly and concisely
- Strong analytical and critical thinking skills
- High level of integrity and professionalism
- Self-motivated with a strong work ethic

- Competitive salary range: $50,000 - $65,000 annually
- Comprehensive health insurance plans (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, personal days, and sick leave
- Paid holidays
- Flexible work schedules
- Remote work options available
- Employee wellness programs
- Professional development and training opportunities
- Tuition reimbursement for continuing education
- Career advancement opportunities
- Employee assistance program (EAP)
- Company-sponsored events and team-building activities
- Discounts on company products and services
- Collaborative and inclusive work environment
- Performance bonuses and incentives