Product Support Coordinator

Vintti is a staffing agency that leverages the geographical advantage of Latin America to benefit US businesses. We connect companies with professionals who work in time zones closely aligned with or identical to US hours, ensuring seamless communication and collaboration. This synchronicity allows for real-time interaction, enhancing productivity and eliminating the delays often associated with offshore staffing.

A Product Support Coordinator is vital in ensuring customer satisfaction by providing expert assistance and solutions for product-related issues. This role involves managing support tickets, troubleshooting problems, and collaborating with various departments to deliver timely resolutions. They play a key role in maintaining product knowledge databases, creating user guides, and offering training sessions to clients and internal teams. Strong communication skills, technical proficiency, and a customer-focused mindset are essential for effectively coordinating support efforts and enhancing the overall user experience.

- Bachelor's degree in a related field or equivalent experience.
- 2+ years of experience in a customer support role, preferably in a technical environment.
- Strong problem-solving and diagnostic skills.
- Excellent written and verbal communication skills.
- Proficiency in using support ticketing systems and CRM software.
- Ability to understand and explain technical concepts to non-technical users.
- Experience with product support in a B2B or B2C setting.
- Strong organizational and multitasking abilities.
- High level of attention to detail.
- Ability to work independently and as part of a team.
- Familiarity with remote support tools and techniques.
- Proficiency in MS Office Suite (Word, Excel, PowerPoint).
- Ability to work under pressure and handle challenging customer interactions professionally.
- Strong time management skills and ability to prioritize tasks effectively.
- Willingness to stay updated on product features, updates, and industry trends.
- Experience in creating and maintaining knowledge base articles and FAQ documentation.
- Familiarity with analyzing support ticket trends for continuous improvement.
- Ability to conduct virtual training sessions or webinars.
- Commitment to customer satisfaction and continuous improvement.
- Flexibility to work different shifts and weekends, if necessary.
- Experience in coordinating with cross-functional teams.

- Address and resolve customer inquiries via email, phone, and chat.
- Diagnose technical problems and propose effective solutions.
- Coordinate with cross-functional teams to resolve product-related issues.
- Document customer interactions and problems in the support ticketing system.
- Offer step-by-step guidance and troubleshooting assistance to customers.
- Conduct follow-up communications to ensure resolution and customer satisfaction.
- Create and update knowledge base articles and FAQs.
- Monitor and escalate critical issues to senior support staff or management.
- Gather customer feedback to identify product enhancement opportunities.
- Assist in onboarding and training new customers.
- Analyze support ticket trends to identify common issues and recommend process improvements.
- Participate in regular team meetings to discuss ongoing issues and improvements.
- Perform product testing to replicate customer-reported issues for development teams.
- Prepare and distribute regular support performance reports.
- Conduct customer training sessions or webinars on product use and features.
- Stay updated on product features, changes, and industry trends.
- Maintain a high level of product knowledge to effectively support customers.
- Collaborate with sales and marketing teams to relay customer feedback and concerns.
- Ensure SLAs (Service Level Agreements) are met with timely and accurate responses.
- Handle multiple tasks and prioritize based on urgency and impact.

The ideal candidate for the Product Support Coordinator role is a highly empathetic and customer-focused individual with a proven track record of at least 2 years in a technical support environment, where they have demonstrated exceptional problem-solving and diagnostic skills. They possess a Bachelor's degree in a related field or equivalent experience and have exhibited proficiency in using support ticketing systems, CRM software, and remote support tools. This candidate excels at communicating complex technical concepts in a clear and concise manner to non-technical users. They are adept at multitasking, prioritizing tasks based on urgency, and working efficiently under pressure. Their meticulous attention to detail, strong organizational skills, and analytical mindset enable them to identify patterns in support tickets and recommend process improvements effectively. They are collaborative team players with outstanding interpersonal skills, capable of working seamlessly with cross-functional teams to resolve product issues. A proactive learner, this individual is always up to date with the latest product features and industry trends and is committed to maintaining a high level of product knowledge. Additionally, the ideal candidate demonstrates resilience, patience, and a high degree of professionalism when handling challenging customer interactions, always aiming to achieve customer satisfaction and continuous improvement. Their ability to conduct virtual training sessions, create and maintain knowledge base articles, and provide valuable feedback makes them an indispensable asset to the team, embodying a continuous improvement mindset and a strong commitment to service excellence.

- Respond to customer inquiries through email, phone, and chat.
- Diagnose technical issues and recommend effective solutions.
- Coordinate with cross-functional teams to resolve product-related problems.
- Document customer interactions and issues in the support ticketing system.
- Provide step-by-step guidance and troubleshooting assistance to customers.
- Conduct follow-up communication to ensure problem resolution and customer satisfaction.
- Create and update knowledge base articles and FAQs.
- Monitor and escalate critical issues to senior support staff or management.
- Collect feedback from customers to identify product improvement opportunities.
- Assist in the onboarding and training of new customers.
- Analyze support ticket trends to identify common issues and recommend process improvements.
- Participate in regular team meetings to discuss ongoing issues and improvements.
- Perform product testing to reproduce customer-reported issues for development teams.
- Prepare and distribute regular support performance reports.
- Conduct customer training sessions or webinars on product use and features.
- Stay updated on product features, changes, and industry trends.
- Maintain a high level of product knowledge to effectively support customers.
- Collaborate with the sales and marketing teams to relay customer feedback and concerns.
- Ensure SLAs (Service Level Agreements) are met by providing timely and accurate responses.
- Handle multiple tasks and prioritize based on urgency and impact.

- Empathetic and customer-focused mindset
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work well in a fast-paced environment
- High adaptability and willingness to learn
- Strong attention to detail and accuracy
- Ability to prioritize and manage multiple tasks effectively
- Collaborative team player with a positive attitude
- Proactive and self-motivated work ethic
- Strong technical aptitude with a passion for technology
- Resilience and ability to handle demanding situations
- Patience and tenacity in resolving customer issues
- High degree of professionalism and integrity
- Continuous improvement mindset
- Ability to provide constructive feedback and suggestions
- Strong organizational skills
- Ability to maintain composure under pressure
- Willingness to adapt to changing work environments and shifts
- Strong customer advocacy and commitment to service excellence

- Competitive salary range commensurate with experience
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off, including vacation, sick days, and holidays
- Flexible work hours and remote work options
- Professional development and continuous learning opportunities
- Career advancement pathways and growth opportunities within the company
- Employee wellness programs and resources
- Subsidized gym membership or wellness stipends
- Regular team-building activities and company-sponsored events
- Employee recognition and rewards programs
- Access to the latest tools and technology
- Tuition reimbursement for further education and certifications
- Employee assistance program (EAP) for personal and professional support
- Stock options or equity participation (if applicable)
- Company-provided equipment and software for remote work
- Life and disability insurance coverage
- Commuter benefits or transportation reimbursement
- Inclusive and diverse work environment
- Mentorship and coaching programs