Global Customer Support Specialist

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Global Customer Support Specialist plays a critical role in ensuring unparalleled customer satisfaction by providing proficient assistance to international clients. This dynamic position involves addressing a range of customer inquiries and issues through various channels, such as email, phone, and live chat. Engaging with customers from diverse geographic regions, the specialist ensures prompt resolutions and adheres to high-quality service standards. By collaborating with cross-functional teams and leveraging a deep understanding of the company's products or services, they contribute to continuous improvements in customer support processes, fostering positive customer experiences worldwide.

- Bachelor's degree or equivalent work experience.
- Minimum of 2-3 years of experience in customer support or a related field.
- Strong verbal and written communication skills in English.
- Proficiency in additional languages is a plus.
- Experience with CRM systems and customer support software.
- Strong problem-solving and troubleshooting skills.
- Ability to work independently and as part of a team.
- Excellent time management and organizational skills.
- High level of empathy and customer-centric mindset.
- Ability to handle multiple tasks and manage priorities effectively.
- Familiarity with company products, services, and technical terminology.
- Ability to work in a fast-paced and dynamic environment.
- Strong attention to detail and accuracy.
- Willingness to work flexible hours, including evenings and weekends, if required.
- Ability to handle difficult customer interactions with professionalism.
- Experience in creating and updating support documentation.
- Strong analytical skills to interpret customer feedback and data.
- Proficiency in using Microsoft Office Suite or equivalent tools.
- Commitment to continuous learning and professional development.

- Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
- Troubleshoot and resolve customer issues, ensuring a high level of customer satisfaction.
- Document and track customer interactions and issues in the company's CRM system.
- Collaborate with cross-functional teams, including engineering and product management, to resolve complex issues.
- Provide real-time support and guidance to customers using company products and services.
- Identify and escalate priority issues to the appropriate internal channels.
- Conduct follow-up to ensure that customer inquiries are fully resolved.
- Create and update knowledge base articles and support documentation.
- Monitor and report on recurring issues and suggest process improvements.
- Participate in training sessions and team meetings to stay updated on product changes and support protocols.
- Analyze customer feedback and provide insights to improve the overall customer experience.
- Assist in onboarding new customers and providing initial training on product usage.
- Maintain a thorough understanding of company products, services, and policies.
- Coordinate with regional support teams to ensure consistent global service delivery.
- Handle customer complaints with empathy and professionalism.
- Prepare and submit detailed reports on customer support activities and metrics.
- Contribute to the development and implementation of customer support strategies and initiatives.
- Assist in developing and implementing support policies and procedures.
- Perform other support-related duties as assigned by the manager.

The ideal candidate for the Global Customer Support Specialist role will be a highly communicative and empathetic professional with at least 2-3 years of experience in customer support or a related field. They will possess strong verbal and written communication skills in English, with proficiency in additional languages being a significant asset. Demonstrating exceptional problem-solving and troubleshooting abilities, this candidate will be adept at handling challenging customer interactions with professionalism and patience. They will exhibit strong time management and organizational skills, enabling them to handle multiple tasks and manage priorities effectively within a fast-paced, dynamic environment. Their technical aptitude will allow them to understand and explain complex company products and services, while their analytical thinking will help them interpret customer feedback and data to suggest improvements. The ideal candidate will be proficient in using CRM systems and customer support software, have experience in creating and maintaining support documentation, and be committed to continuous learning and professional development. They will also show a high level of attention to detail, be resilient under pressure, and demonstrate an innovative mindset to contribute to the development and implementation of support strategies and improvements. This individual will be willing to work flexible hours, including evenings and weekends, and will build positive relationships with customers and team members through their strong interpersonal skills, commitment to delivering exceptional customer service, and ability to coordinate effectively across global support teams.

- Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
- Troubleshoot and resolve customer issues, ensuring a high level of customer satisfaction.
- Document and track customer interactions and issues in the company's CRM system.
- Collaborate with cross-functional teams, including engineering and product management, to resolve complex issues.
- Provide real-time support and guidance to customers using company products and services.
- Identify and escalate priority issues to the appropriate internal channels.
- Conduct follow-up to ensure that customer inquiries are fully resolved.
- Create and update knowledge base articles and support documentation.
- Monitor and report on recurring issues and suggest process improvements.
- Participate in training sessions and team meetings to stay updated on product changes and support protocols.
- Analyze customer feedback and provide insights to improve the overall customer experience.
- Assist in onboarding new customers and providing initial training on product usage.
- Maintain a thorough understanding of company products, services, and policies.
- Coordinate with regional support teams to ensure consistent global service delivery.
- Handle customer complaints with empathy and professionalism.
- Prepare and submit detailed reports on customer support activities and metrics.
- Contribute to the development and implementation of customer support strategies and initiatives.
- Assist in developing and implementing support policies and procedures.
- Perform other support-related duties as assigned by the manager.

- Strong verbal and written communication skills
- Proficiency in additional languages
- High level of empathy and customer-centric mindset
- Excellent problem-solving and troubleshooting abilities
- Strong time management and organizational skills
- Ability to work independently and collaborate effectively in a team
- Flexibility to adapt to changing priorities and fast-paced environments
- High attention to detail and accuracy
- Ability to handle difficult customer interactions with professionalism
- Technical aptitude to understand and explain company products and services
- Openness to continuous learning and professional development
- Strong analytical thinking to interpret customer feedback and data
- Effective multitasking skills to manage multiple inquiries simultaneously
- Willingness to work flexible hours, including evenings and weekends
- Commitment to delivering exceptional customer service
- Proficiency in CRM systems and customer support software
- Experience in creating and maintaining support documentation
- Strong interpersonal skills to build positive relationships with customers and team members
- Resilience and ability to remain calm under pressure
- Innovative mindset to contribute to process improvements and support strategies

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance (medical, dental, and vision)
- 401(k) retirement plan with company match
- Paid time off (vacation, sick leave, and holidays)
- Flexible working hours and remote work opportunities
- Professional development and training programs
- Tuition reimbursement for continued education
- Employee wellness programs (mental health support, gym memberships, etc.)
- Career advancement and growth opportunities
- Employee recognition and rewards programs
- Paid parental leave
- Life and disability insurance
- Employee assistance program (EAP)
- Commuter benefits and transportation allowances
- Company-sponsored events and social activities
- Discounts on company products and services
- Collaborative and inclusive work environment
- Access to the latest technology and tools
- Global exposure and experience working with diverse teams