Product Support Specialist

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Product Support Specialist is a key player in ensuring customer satisfaction by providing expert assistance and resolution to technical issues related to a company's products. This role involves troubleshooting and diagnosing product problems, offering solutions, and guiding customers through fixes. They work closely with product development teams to relay user feedback and highlight recurring issues, facilitating the enhancement of product quality and usability. Excellent communication skills, technical knowledge, and customer-centric focus are essential in this role to effectively support and bolster user experience.

- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in customer support or technical support roles.
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication abilities.
- Ability to handle multiple tasks and priorities in a fast-paced environment.
- Proficiency with customer support software and tools (e.g., Zendesk, Salesforce).
- Experience with remote support tools and screen sharing applications.
- Basic understanding of software development and IT concepts.
- Ability to understand and interpret technical information.
- Strong organizational and time-management skills.
- Customer-focused mindset with a passion for helping others.
- Ability to work both independently and as part of a team.
- High level of patience and empathy when dealing with customers.
- Experience with creating and maintaining support documentation.
- Familiarity with social media platforms and customer engagement.
- Knowledge of data entry and maintaining accurate records.
- Willingness to learn and adapt to new technologies and product updates.
- Detail-oriented with a focus on delivering high-quality support.
- Strong interpersonal skills and the ability to build rapport with customers.
- Ability to work flexible hours, including weekends and holidays, if required.

- Respond to customer inquiries via email, phone, and live chat.
- Troubleshoot and resolve product issues with customers.
- Escalate complex technical issues to appropriate departments.
- Collaborate with the engineering team to improve product functionality and documentation.
- Maintain detailed logs and records of customer interactions and issues.
- Provide online or phone training sessions for new customers.
- Create and update support documentation and FAQs.
- Monitor product performance and collect customer feedback.
- Follow up with customers to ensure issues are resolved satisfactorily.
- Assist in the development and implementation of customer support initiatives.
- Participate in regular team meetings and training sessions.
- Provide feedback to the product team on feature requests and improvements.
- Assist in managing and updating the knowledge base or support portal.
- Help manage social media channels by responding to customer comments and messages.
- Work with the quality assurance team to identify and report bugs.
- Stay up-to-date with product changes and updates.
- Ensure compliance with company policies and procedures during customer interactions.
- Conduct quality checks on product support tools and resources.
- Develop and maintain a deep understanding of the product and its use cases.
- Support onboarding and integration processes for new clients.

The ideal candidate for the Product Support Specialist role will hold a Bachelor's degree in a relevant field or possess equivalent work experience, demonstrating proven expertise in customer or technical support roles. They will exhibit strong problem-solving and troubleshooting capabilities, supported by excellent verbal and written communication skills. This individual will thrive in a fast-paced environment, adeptly handling multiple tasks and priorities while showing proficiency with support tools like Zendesk and Salesforce. Known for their organizational prowess and meticulous attention to detail, they will maintain high-quality support interactions and precise records. Their innate customer-focused mindset, combined with a high level of patience and empathy, ensures they provide exceptional support and build rapport with customers. Technically inclined with a basic understanding of software and IT concepts, they will quickly adapt to new technologies and product updates. This person will possess strong analytical skills, effective communication, and a proactive, self-motivated approach, making them a valuable team player and reliable independent worker. Their ability to remain composed under pressure, coupled with a passion for continuous improvement and innovation, sets them apart as a dedicated professional committed to delivering outstanding customer support.

- Respond to customer inquiries via email, phone, and live chat.
- Troubleshoot and resolve product issues with customers.
- Escalate complex technical issues to appropriate departments.
- Collaborate with the engineering team to improve product functionality and documentation.
- Maintain detailed logs and records of customer interactions and issues.
- Provide online or phone training sessions for new customers.
- Create and update support documentation and FAQs.
- Monitor product performance and collect customer feedback.
- Follow up with customers to ensure issues are resolved satisfactorily.
- Assist in the development and implementation of customer support initiatives.
- Participate in regular team meetings and training sessions.
- Provide feedback to the product team on feature requests and improvements.
- Assist in managing and updating the knowledge base or support portal.
- Help manage social media channels by responding to customer comments and messages.
- Work with the quality assurance team to identify and report bugs.
- Stay up-to-date with product changes and updates.
- Ensure compliance with company policies and procedures during customer interactions.
- Conduct quality checks on product support tools and resources.
- Develop and maintain a deep understanding of the product and its use cases.
- Support onboarding and integration processes for new clients.

- Proactive and self-motivated
- Detail-oriented and thorough
- Strong analytical and problem-solving skills
- Effective communicator with strong interpersonal skills
- Patient and empathetic under pressure
- Adaptable and open to change
- Customer-focused with a positive attitude
- Technically inclined with a quick learning ability
- Highly organized with excellent time management
- Ability to work well in a team environment
- Strong work ethic and reliable
- Innovative with a continuous improvement mindset
- Resilient with the ability to handle difficult situations
- Capable of working independently with minimal supervision
- Excellent multitasking abilities
- High level of professionalism and integrity
- Persistent and dedicated to providing exceptional support
- Strong critical thinking skills
- Ability to maintain composure in a fast-paced environment
- Enthusiastic about technology and product development

- Competitive salary range based on experience
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (vacation, sick leave, holidays)
- Flexible working hours
- Remote work options
- Career development and training programs
- Tuition reimbursement for continued education
- Opportunities for advancement and internal promotions
- Employee wellness programs
- Discounted or free company products
- Annual performance bonuses
- Employee recognition programs
- Team-building activities and company events
- Paid parental leave
- Commuter benefits or transportation reimbursement
- Access to latest technology and tools
- Supportive and inclusive company culture
- Employee assistance program (EAP)
- Mentorship and coaching from experienced leaders