Product Support Analyst

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

A Product Support Analyst plays a crucial role in ensuring customer satisfaction by providing technical support and troubleshooting assistance for a company's products. This role involves interacting with customers to understand their issues, diagnosing problems, and implementing effective solutions. Additionally, a Product Support Analyst collaborates with development teams to address product defects and contributes to improvements based on customer feedback. The position requires strong analytical skills, excellent communication abilities, and a customer-centric approach to effectively resolve technical issues and enhance the overall user experience.

- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience
- Proven experience in a technical support or customer service role
- Strong understanding of software, hardware, and networking concepts
- Excellent problem-solving and troubleshooting skills
- Proficient in using support ticketing systems and CRM tools
- Strong written and verbal communication skills
- Ability to explain technical concepts to non-technical users
- Experience with remote support tools and techniques
- Familiarity with support documentation and knowledge base management
- Customer-oriented with a focus on delivering exceptional service
- Ability to manage multiple tasks and prioritize effectively
- Experience collaborating with cross-functional teams
- Strong analytical skills for monitoring and evaluating system performance and feedback
- Ability to work independently and within a team environment
- Flexible and adaptable to changing work environments and processes
- Experience with product training and webinar delivery is a plus
- Knowledge of specific product-related technology or industry is a plus

- Respond to customer inquiries and issues via phone, email, and chat
- Diagnose, troubleshoot, and resolve technical problems in a timely manner
- Assist customers with product setup, configuration, and usage
- Collaborate with the engineering team to escalate and resolve complex issues
- Document and track customer issues, solutions, and follow-up actions in the support ticketing system
- Provide proactive customer support by identifying potential issues and recommending solutions
- Conduct remote sessions to guide customers through problem-solving processes
- Create and maintain support documentation, FAQs, and knowledge base articles
- Monitor and analyze system performance and customer feedback to identify areas for improvement
- Participate in regular training sessions to stay updated on product features and enhancements
- Collaborate with the product management team to provide customer feedback and insights
- Perform regular follow-ups to ensure customer satisfaction and issue resolution
- Assist in the development and delivery of customer training sessions and webinars
- Maintain a high level of product knowledge to effectively support and guide customers
- Work with cross-functional teams to continuously improve support processes and tools

The ideal candidate for the Product Support Analyst role will possess a Bachelor’s degree in Computer Science, Information Technology, or a related field, or have substantial equivalent experience. They should have a proven track record in technical support or customer service, demonstrating a strong grasp of software, hardware, and networking concepts. Exceptional analytical and problem-solving skills are crucial, along with proficiency in using support ticketing systems and CRM tools. The perfect fit for this position will have excellent written and verbal communication skills, able to convey technical information clearly to non-technical users, and will be adept with remote support tools and techniques. This candidate should be highly customer-oriented, with a robust focus on delivering exceptional service and proactively addressing issues. They must be able to manage multiple tasks effectively, prioritize efficiently, and display strong organizational and multitasking capabilities. Experience in collaborating with cross-functional teams and a detail-oriented, methodical approach to troubleshooting are essential. Adaptability to evolving work environments and processes is crucial, as is a proactive attitude towards learning new technologies and methodologies. The ideal candidate will be team-spirited, resilient under pressure, patient, and empathetic, maintaining professionalism in challenging situations. They should also demonstrate a strong work ethic, reliability, and a keenness for continuous learning and professional development. Additionally, a focus on building and maintaining positive customer relationships, incorporating customer feedback for process improvements, and having experience in product training and webinar facilitation would set this candidate apart.

- Respond to customer inquiries and issues via phone, email, and chat
- Diagnose, troubleshoot, and resolve technical problems in a timely manner
- Assist customers with product setup, configuration, and usage
- Collaborate with the engineering team to escalate and resolve complex issues
- Document and track customer issues, solutions, and follow-up actions in the support ticketing system
- Provide proactive customer support by identifying potential issues and recommending solutions
- Conduct remote sessions to guide customers through problem-solving processes
- Create and maintain support documentation, FAQs, and knowledge base articles
- Monitor and analyze system performance and customer feedback to identify areas for improvement
- Participate in regular training sessions to stay updated on product features and enhancements
- Collaborate with the product management team to provide customer feedback and insights
- Perform regular follow-ups to ensure customer satisfaction and issue resolution
- Assist in the development and delivery of customer training sessions and webinars
- Maintain a high level of product knowledge to effectively support and guide customers
- Work with cross-functional teams to continuously improve support processes and tools

- Strong customer service orientation
- Excellent analytical and problem-solving skills
- Exceptional written and verbal communication abilities
- High level of patience and empathy
- Strong organizational and multitasking capabilities
- Detail-oriented with a methodical approach to troubleshooting
- Adaptable and quick to learn new technologies and processes
- Proactive mindset with a focus on identifying and solving issues before they escalate
- Team player with a collaborative spirit
- Strong work ethic and reliability
- Capacity to remain calm and professional under pressure
- Enthusiastic about continuous learning and professional development
- Resilience and persistence in resolving challenging technical issues
- Ability to build and maintain positive relationships with customers
- Keen attention to customer feedback and commitment to improving customer satisfaction

- Competitive salary range based on experience
- Comprehensive health, dental, and vision insurance plans
- Flexible work schedule with options for remote work
- Generous paid time off (PTO) and holiday schedule
- 401(k) retirement plan with company matching
- Professional development opportunities, including training and certifications
- Opportunities for career advancement within the company
- Wellness programs and resources
- Employee assistance program (EAP)
- Relocation assistance for eligible candidates
- Collaborative and inclusive company culture
- Regular team-building activities and social events
- Subsidized gym membership or wellness stipends
- Commuter benefits or transportation reimbursement
- Stock options or employee stock purchase plan (ESPP)