Online Support Specialist

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

An Online Support Specialist plays a pivotal role in ensuring customer satisfaction by providing real-time assistance through various digital communication channels such as email, chat, and social media. These professionals are responsible for addressing customer inquiries, troubleshooting technical issues, and offering guidance on product usage. They must possess strong problem-solving skills, excellent written communication abilities, and a thorough understanding of the company's products and services. By maintaining a friendly and professional demeanor, Online Support Specialists enhance user experience and build lasting customer relationships.

- High school diploma or equivalent required; associate or bachelor’s degree preferred
- Proven experience in customer support or similar role, preferably in an online environment
- Strong problem-solving skills with the ability to troubleshoot technical issues effectively
- Excellent written and verbal communication skills
- Proficiency in using customer support tools such as email, chat platforms, and social media
- Familiarity with CRM systems and practices
- Ability to multitask and manage multiple customer inquiries concurrently
- Strong organizational skills and attention to detail
- Ability to work independently and collaboratively within a team
- Flexibility to work various shifts, including evenings and weekends as needed
- Strong analytical skills to interpret support metrics and identify trends
- Familiarity with the company’s products/services or the ability to quickly learn and adapt
- Demonstrated ability to handle billing inquiries and account adjustments accurately
- Commitment to maintaining a high level of customer satisfaction
- Strong proactive mindset for identifying and addressing potential issues before they escalate
- Experience in creating and updating support documentation and training materials
- Ability to handle confidential and sensitive information responsibly
- Knowledge of industry regulations and compliance requirements

- Respond to customer inquiries via email, chat, and social media in a timely and professional manner
- Troubleshoot and resolve technical issues reported by customers
- Escalate complex issues to internal teams and ensure timely resolution
- Maintain knowledge of company products/services to assist customers effectively
- Monitor and report recurring customer issues to management
- Update and maintain customer records in CRM system
- Collaborate with team members to improve service processes and customer satisfaction
- Create and update support documentation, FAQs, and training materials
- Participate in team meetings and training sessions
- Analyze support metrics to identify trends and areas for improvement
- Assist new customers with onboarding and provide detailed product/service information
- Conduct proactive outreach to address potential customer issues
- Handle billing inquiries and account adjustments accurately
- Gather and document customer feedback for the product development team
- Ensure compliance with company policies and industry regulations in customer interactions

The ideal candidate for the Online Support Specialist role is a proactive and resourceful professional with a proven track record in customer support, preferably in an online environment. They possess excellent problem-solving skills and the ability to troubleshoot technical issues effectively while maintaining a high degree of empathy and patience. Their strong customer service orientation is complemented by superior written and verbal communication abilities. Highly detail-oriented and organized, they excel at managing multiple customer inquiries concurrently using various support tools, including email, chat platforms, and social media. Proficiency with CRM systems and familiarity with the company’s products/services enable them to provide accurate and efficient support. The ideal candidate demonstrates a high level of professionalism and integrity, especially when handling confidential and sensitive information. They are flexible, able to work various shifts, and show adaptability to new tools and technologies. Their analytical mindset and ability to interpret support metrics allow them to identify trends and areas for improvement. A strong work ethic, commitment to continuous improvement, and a positive attitude under pressure make them an invaluable team member. They also show a strong willingness to collaborate, contribute to team success, and exhibit resilience in challenging situations. This candidate not only addresses customer issues effectively but also engages in proactive outreach to mitigate potential problems, ensuring high customer satisfaction and compliance with industry regulations.

- Respond to customer inquiries via email, chat, and social media platforms in a timely and professional manner.
- Troubleshoot technical issues reported by customers and provide step-by-step solutions.
- Escalate complex issues to the appropriate internal teams and follow up to ensure resolution.
- Maintain a comprehensive understanding of company products/services to effectively assist customers.
- Monitor customer feedback and report recurring issues to management.
- Update and maintain customer records in the CRM system.
- Collaborate with team members to improve service processes and customer satisfaction.
- Create and update support documentation, FAQs, and training materials.
- Participate in team meetings and training sessions to stay updated on new products and policies.
- Analyze support metrics to identify trends and areas for improvement.
- Assist in the onboarding process for new customers by providing detailed product/service information.
- Engage in proactive outreach to customers to address potential issues before they become problems.
- Handle billing inquiries and account adjustments, ensuring accurate and timely processing.
- Gather and document customer feedback to be shared with the product development team.
- Ensure compliance with company policies and industry regulations in all customer interactions.

- Excellent problem-solving skills
- Strong customer service orientation
- Effective written and verbal communication abilities
- High level of empathy and patience
- Detail-oriented and well-organized
- Ability to work independently and within a team
- Adaptability and willingness to learn new tools and technologies
- Strong multitasking capabilities
- Commitment to continuous improvement
- High degree of professionalism
- Positive attitude and resilience under pressure
- Ability to handle confidential information with integrity
- Analytical mindset to identify trends and patterns
- Eagerness to contribute to team success through collaboration
- Strong work ethic and reliability
- Flexibility to adapt to varying work schedules and shifts
- Proactive and resourceful in solving potential issues before escalation

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Paid time off (PTO) and holidays
- Flexible working hours with options for remote work
- 401(k) retirement plan with company matching contributions
- Professional development opportunities and continuous learning programs
- Employee assistance program (EAP) for well-being support
- Discounts on company products/services
- Performance-based bonuses and incentives
- Career advancement opportunities and clear growth pathways
- Access to industry conferences and professional networking events
- Wellness programs and fitness memberships
- Inclusive and collaborative work environment
- Regular team-building activities and company events
- Paid parental leave and family support programs