Platform Support Specialist

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Platform Support Specialist plays a critical role in maintaining the efficiency and reliability of software platforms within an organization. This position involves providing technical support, troubleshooting issues, and ensuring seamless operations to enhance user experience. The specialist collaborates with various teams to identify, diagnose, and resolve technical problems, while also implementing updates and improvements. By leveraging their expertise, Platform Support Specialists ensure that platforms are secure, up-to-date, and running smoothly, thereby supporting the organization's technological infrastructure and operational goals.

- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience in a technical support or customer service role, preferably within a SaaS environment.
- Strong understanding of the principles of software development and deployment.
- Excellent problem-solving skills and technical troubleshooting abilities.
- Proficiency with support ticketing systems and email communication tools.
- Familiarity with database management systems and scripting languages.
- Strong communication and interpersonal skills.
- Ability to explain complex technical concepts to non-technical users.
- Experience with user training and creating instructional materials.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Knowledge of service level agreements (SLAs) and support metrics.
- Proficiency in creating and maintaining technical documentation.
- Willingness to work flexible hours when necessary.
- Commitment to ongoing learning and professional development.

- Monitor and respond to support tickets and emails from platform users.
- Troubleshoot and resolve technical issues related to the platform.
- Collaborate with developers to identify and fix software bugs.
- Provide guidance and support to users on platform features and functionality.
- Perform routine system checks and maintenance tasks.
- Conduct user training sessions and webinars.
- Create and update user documentation and knowledge base articles.
- Analyze user feedback and provide actionable insights to the product team.
- Escalate complex issues to higher-level support or technical teams as necessary.
- Maintain detailed records of support activities and resolutions.
- Ensure adherence to service level agreements (SLAs) and response time targets.
- Assist with the onboarding process of new users and accounts.
- Participate in team meetings and provide updates on support ticket trends.
- Stay current with platform updates and releases.

The ideal candidate for the Platform Support Specialist role is a highly skilled professional with a Bachelor’s degree in Computer Science, Information Technology, or a related field, coupled with proven experience in technical support or customer service, particularly within a SaaS environment. They possess a strong understanding of software development and deployment principles, along with excellent problem-solving and technical troubleshooting abilities. Proficiency in support ticketing systems, email communication tools, database management, and scripting languages is essential. The candidate excels in both written and verbal communication, capable of explaining complex technical concepts to non-technical users with clarity and patience. They are experienced in user training, creating instructional materials, and maintaining technical documentation. With exceptional attention to detail, strong organizational skills, and the ability to manage multiple tasks in a fast-paced environment, they are dependable and methodical. Their empathetic and customer-focused approach, combined with a high degree of accountability and commitment to user satisfaction, sets them apart. Adaptable, proactive, and self-motivated, they thrive in rapidly changing environments, are eager learners of new technologies, and maintain a collaborative mindset as a team player. Their perseverance, high level of personal responsibility, and dedication to continuous improvement make them an invaluable asset to the support team.

- Monitor and respond to support tickets and emails from platform users.
- Troubleshoot and resolve technical issues related to the platform.
- Collaborate with developers to identify and fix software bugs.
- Provide guidance and support to users on platform features and functionality.
- Perform routine system checks and maintenance tasks.
- Conduct user training sessions and webinars.
- Create and update user documentation and knowledge base articles.
- Analyze user feedback and provide actionable insights to the product team.
- Escalate complex issues to higher-level support or technical teams as necessary.
- Maintain detailed records of support activities and resolutions.
- Ensure adherence to service level agreements (SLAs) and response time targets.
- Assist with the onboarding process of new users and accounts.
- Participate in team meetings and provide updates on support ticket trends.
- Stay current with platform updates and releases.

- Strong analytical and problem-solving skills.
- Exceptional attention to detail.
- Excellent communication skills, both written and verbal.
- High degree of empathy and customer service orientation.
- Ability to stay calm and composed under pressure.
- Team player with a collaborative mindset.
- Proactive and self-motivated.
- Strong organizational and time management skills.
- Curiosity and eagerness to learn new technologies.
- Adaptability to rapidly changing environments.
- Patience and perseverance in troubleshooting.
- High level of accountability and responsibility.
- Ability to work independently with minimal supervision.
- Strong sense of commitment to user satisfaction.
- Technical aptitude and continuous improvement mindset.

- Competitive salary ranging from $60,000 to $80,000 annually
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Paid time off (PTO) and holiday pay
- Flexible working hours and remote work options
- Professional development opportunities and tuition reimbursement
- Employee assistance program (EAP)
- Health and wellness programs, including gym memberships
- Incentive and bonus structure based on performance
- Regular company events, outings, and team-building activities
- Collaborative and inclusive work environment
- Opportunities for career advancement and internal promotions
- Access to the latest technology and tools
- Life and disability insurance
- Paid parental leave and family-friendly policies
- Subsidized commuter benefits and transportation reimbursement