Premium Support Specialist

Vintti is a staffing agency with a unique mission: to create win-win scenarios for both US businesses and Latin American professionals. We address the challenges faced by SMBs, startups, and firms in finding the right talent, as well as the aspirations of skilled Latin American workers seeking international opportunities. By bridging this gap, Vintti enables US companies to access a wealth of untapped talent, while providing Latin American professionals with pathways to expand their careers on a global scale. Our approach cultivates a symbiotic ecosystem that benefits all parties involved.

A Premium Support Specialist is dedicated to delivering top-tier customer support, focusing on resolving complex issues and providing tailored assistance to premium clients. This role involves offering personalized service through various channels, including phone, email, and live chat, ensuring a superior customer experience. Premium Support Specialists possess deep knowledge of the company's products or services, leveraging this expertise to troubleshoot and resolve technical problems efficiently. They serve as a key point of contact, adept at handling escalations, maintaining client satisfaction, and contributing to continuous improvement in support processes.

- Bachelor's degree in a related field or equivalent work experience
- Proven experience in a customer support or technical support role, preferably in a premium or high-priority support environment
- Strong problem-solving and analytical skills
- Excellent written and verbal communication skills
- Proficiency in various support platforms and tools, such as ticketing systems, CRM software, and remote diagnostic tools
- In-depth knowledge of the company's products or services
- Ability to work effectively under pressure and handle multiple tasks simultaneously
- High level of empathy and patience in dealing with customers
- Strong organizational skills and attention to detail
- Ability to work independently and within a team
- Flexibility to work in shifts, including evenings, weekends, and holidays as needed
- Commitment to continuous learning and professional development
- High-speed internet connection and a quiet, distraction-free work environment if working remotely
- Availability to travel occasionally for training or team meetings, if required
- Familiarity with industry best practices and customer service standards

- Respond promptly to customer inquiries via phone, email, or chat
- Diagnose and troubleshoot technical issues with products or services
- Provide detailed, step-by-step guidance to resolve customer problems
- Escalate complex issues to higher-level support or specialist teams
- Document and log all interactions and troubleshooting steps in the support ticketing system
- Monitor and track the status of customer support requests to ensure timely resolution
- Collaborate with other departments to address and resolve customer concerns
- Conduct follow-up communications to ensure customer satisfaction and problem resolution
- Update and maintain knowledge base articles and FAQs based on customer interactions and feedback
- Stay current with product updates, new features, and industry best practices
- Assist in training and onboarding new team members through knowledge sharing and mentoring
- Identify and suggest possible improvements on procedures and processes to enhance customer experience
- Participate in regular team meetings to discuss issues, share insights, and provide feedback on support cases
- Meet or exceed performance metrics including response times, resolution times, and customer satisfaction ratings
- Handle high-priority and escalated issues with a sense of urgency and professionalism

The ideal candidate for the Premium Support Specialist role is a highly motivated and technically proficient individual with a Bachelor's degree in a related field or equivalent work experience, coupled with proven expertise in customer or technical support environments, particularly at a premium level. They possess exceptional problem-solving and analytical skills, adept at quickly diagnosing and troubleshooting complex technical issues, and providing clear, step-by-step guidance to customers. Their communication skills, both written and verbal, are exemplary, allowing them to articulate solutions effectively while maintaining a high level of empathy and patience. Proficiency in support platforms, CRM systems, and remote diagnostic tools underpins their technical acumen, alongside in-depth knowledge of the company's products and services. This candidate excels under pressure, handling multiple tasks simultaneously with strong organizational skills and a keen attention to detail. Their proactive, self-motivated, and adaptable nature ensures they thrive in fast-paced, dynamic environments. They exhibit reliability, a strong work ethic, and a customer-focused mindset, regularly exceeding performance metrics and contributing to continuous improvement initiatives. Their collaborative spirit and professional demeanor make them a valued team member, and their commitment to continuous learning drives their professional growth. Flexibility regarding shifts and occasional travel, coupled with the ability to maintain a distraction-free work environment when remote, further highlight their commitment and suitability for this role.

- Respond promptly to customer inquiries via phone, email, or chat
- Diagnose and troubleshoot technical issues with products or services
- Provide detailed, step-by-step guidance to resolve customer problems
- Escalate complex issues to higher-level support or specialist teams
- Document and log all interactions and troubleshooting steps in the support ticketing system
- Monitor and track the status of customer support requests to ensure timely resolution
- Collaborate with other departments to address and resolve customer concerns
- Conduct follow-up communications to ensure customer satisfaction and problem resolution
- Update and maintain knowledge base articles and FAQs based on customer interactions and feedback
- Stay current with product updates, new features, and industry best practices
- Assist in training and onboarding new team members through knowledge sharing and mentoring
- Identify and suggest possible improvements on procedures and processes to enhance customer experience
- Participate in regular team meetings to discuss issues, share insights, and provide feedback on support cases
- Meet or exceed performance metrics including response times, resolution times, and customer satisfaction ratings
- Handle high-priority and escalated issues with a sense of urgency and professionalism

- Strong customer-focused mindset
- Exceptional problem-solving abilities
- Clear and articulate communication skills
- High attention to detail and accuracy
- Proactive and self-motivated attitude
- Adaptability to rapidly changing environments
- Patience and empathy in customer interactions
- Team-oriented with excellent collaboration skills
- Ability to manage time effectively and prioritize tasks
- Analytical thinking with a logical approach to troubleshooting
- Resilience and composure under pressure
- Continuous learner with a passion for knowledge growth
- Tech-savvy with quick learning capability
- Strong work ethic and reliability
- Professional demeanor and positive attitude

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Retirement savings plan with company matching contributions
- Paid time off (PTO), including vacation days, sick leave, and holidays
- Flexible work hours and remote work options
- Professional development opportunities and access to training programs
- Tuition reimbursement for continuing education
- Employee wellness programs and resources
- Supportive and inclusive work environment
- Opportunities for career growth and advancement within the company
- Employee discounts on company products and services
- Performance-based bonuses and incentives
- Travel reimbursement for work-related travel
- Employee assistance programs (EAP) for personal and professional support
- Recognition and reward programs for outstanding performance