Multi-Channel Support Specialist

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Multi-Channel Support Specialist is a vital part of any customer service team, responsible for providing comprehensive assistance across various communication platforms including phone, email, chat, social media, and more. This role requires a versatile individual who can seamlessly transition between different channels, ensuring consistent and high-quality support. The specialist addresses customer inquiries, resolves issues, and enhances the overall customer experience while maintaining detailed records of interactions. Strong communication skills, problem-solving abilities, and technical proficiency are key attributes necessary for success in this dynamic and multi-faceted position.

- Proven experience in customer support or a similar client-facing role.
- Excellent written and verbal communication skills.
- Proficiency in using CRM software and support tools.
- Strong problem-solving skills and the ability to troubleshoot technical issues.
- Ability to manage multiple tasks and conversations simultaneously.
- Empathetic and patient attitude towards customers.
- Experience handling customer inquiries across multiple channels (phone, email, chat, social media).
- Familiarity with common social media platforms and their management tools.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Capability to provide accurate and detailed information about products, services, and policies.
- Flexibility to handle billing inquiries and process transactions correctly.
- Track record of maintaining accurate records and preparing reports.
- Willingness to engage in continuous learning and training.
- Experience in preparing and updating support materials such as FAQs.
- Proactive approach to identifying and addressing potential issues.
- Understanding of company policies and industry regulations.
- Capability to provide actionable feedback to internal teams based on customer insights.
- High level of time management and prioritization skills.
- Strong interpersonal skills to collaborate effectively with team members.

- Respond to customer inquiries and issues across multiple channels, including phone, email, chat, and social media.
- Provide detailed and accurate information regarding products, services, and policies.
- Troubleshoot and resolve technical issues with efficiency and empathy.
- Escalate complex issues to appropriate departments or supervisors when necessary.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Follow up with customers to ensure their issues are resolved satisfactorily.
- Balance multiple conversations and tasks simultaneously while maintaining high performance standards.
- Collaborate with team members to share knowledge and improve overall service quality.
- Monitor and manage social media interactions to ensure timely and appropriate responses.
- Prepare daily, weekly, and monthly reports on support metrics and customer feedback.
- Participate in regular training sessions to stay updated on product knowledge and support tools.
- Identify and report recurring customer issues and recommend process improvements.
- Deliver personalized solutions by understanding the specific needs and preferences of each customer.
- Assist in developing and updating support materials, such as FAQs and knowledge base articles.
- Ensure compliance with company policies and industry regulations during all customer interactions.
- Provide feedback to product and development teams based on customer insights.
- Engage in team meetings and contribute ideas to enhance customer support strategies.
- Handle billing inquiries and process transactions accurately.
- Conduct proactive outreach to address potential issues before they escalate.
- Manage time effectively to ensure all support requests are addressed promptly.

The ideal candidate for the Multi-Channel Support Specialist role is an experienced customer support professional with a proven track record in managing inquiries across various channels, including phone, email, chat, and social media. They possess exceptional written and verbal communication skills and demonstrate a strong ability to troubleshoot and resolve technical issues with both efficiency and empathy. This individual excels in handling multiple tasks simultaneously without compromising performance standards, showcasing strong organizational skills and meticulous attention to detail. They are proficient in using CRM software and other support tools, familiar with social media platforms, and adept at creating and maintaining accurate support records. Additionally, they exhibit a proactive mindset, actively identifying and addressing potential issues, and are committed to continuous learning and improvement through regular training sessions. The ideal candidate has a customer-centric approach, is capable of delivering personalized solutions based on customer needs, and can provide actionable insights to internal teams. They are reliable, demonstrate high levels of professionalism and integrity, and can remain calm under pressure. This candidate is also a team player who collaborates effectively with colleagues, but possesses the independence and self-motivation necessary to excel with minimal supervision. Ultimately, their strong problem-solving capabilities, empathetic attitude, adaptability, and superior time management skills set them apart as the perfect fit for this role.

- Respond to customer inquiries and issues across multiple channels, including phone, email, chat, and social media.
- Provide detailed and accurate information regarding products, services, and policies.
- Troubleshoot and resolve technical issues with efficiency and empathy.
- Escalate complex issues to appropriate departments or supervisors when necessary.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Follow up with customers to ensure their issues are resolved satisfactorily.
- Balance multiple conversations and tasks simultaneously while maintaining high performance standards.
- Collaborate with team members to share knowledge and improve overall service quality.
- Monitor and manage social media interactions to ensure timely and appropriate responses.
- Prepare daily, weekly, and monthly reports on support metrics and customer feedback.
- Participate in regular training sessions to stay updated on product knowledge and support tools.
- Identify and report recurring customer issues and recommend process improvements.
- Deliver personalized solutions by understanding the specific needs and preferences of each customer.
- Assist in developing and updating support materials, such as FAQs and knowledge base articles.
- Ensure compliance with company policies and industry regulations during all customer interactions.
- Provide feedback to product and development teams based on customer insights.
- Engage in team meetings and contribute ideas to enhance customer support strategies.
- Handle billing inquiries and process transactions accurately.
- Conduct proactive outreach to address potential issues before they escalate.
- Manage time effectively to ensure all support requests are addressed promptly.

- Strong empathy and patience
- Excellent communication skills
- Ability to multitask effectively
- High attention to detail
- Strong problem-solving ability
- Proactive mindset
- Adaptability to handle various tasks and shifting priorities
- Team-oriented attitude
- Eager to learn and continuously improve
- Solid organizational skills
- Dependability and reliability
- Ability to remain calm under pressure
- Customer-centric approach
- Technical aptitude with CRM and support tools
- Analytical thinking for reporting and feedback
- Positive and resilient attitude
- Capability to work independently with minimal supervision
- Effective time management skills
- High level of professionalism and integrity

- Competitive salary range
- Comprehensive health, dental, and vision insurance
- Paid time off (PTO) and holidays
- Flexible work schedule
- Remote work opportunities
- 401(k) plan with company match
- Career development and training programs
- Tuition reimbursement
- Employee assistance program (EAP)
- Wellness programs and resources
- Performance bonuses and incentives
- Opportunities for internal promotions
- Regular team-building activities and events
- Company-sponsored social events
- Subsidized gym membership or fitness classes
- Commuter benefits or transportation reimbursement
- Employee discounts on company products and services
- Access to professional development workshops and seminars
- Supportive team environment with mentorship opportunities
- Recognition and reward programs