Product Support Technician

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 Technician is responsible for providing technical assistance and troubleshooting support for products, ensuring customers' issues are resolved efficiently and effectively. This role involves diagnosing problems, offering solutions, and guiding users through step-by-step processes to fix their technical issues. Product Support Technicians also collaborate with development teams to relay user feedback and contribute to product improvements. Strong communication skills, technical knowledge, and a customer-centric approach are essential for excelling in this role, ensuring user satisfaction and product reliability.

- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
- Proven experience in a technical support or product support role.
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills, both verbal and written.
- Proficiency in using ticketing systems and support software.
- Ability to conduct remote sessions using tools like TeamViewer, Zoom, or similar.
- Familiarity with multiple operating systems (Windows, macOS, Linux).
- Basic understanding of networking principles and configurations.
- Experience with customer relationship management (CRM) software.
- Ability to prioritize tasks and manage time effectively.
- Strong customer service skills and a customer-centric mindset.
- Ability to work independently and within a team.
- High level of attention to detail and organizational skills.
- Ability to explain technical concepts in a clear and concise manner.
- Previous experience creating support documentation and FAQs.
- Familiarity with monitoring tools and system performance metrics.
- Flexibility to work in shifts and handle after-hours support if necessary.
- Ability to provide training and onboarding to new customers.
- Experience with data analysis and reporting tools is a plus.
- Comfort with rapid adaptation to new technologies and ongoing learning.

- Respond to customer inquiries and support requests via phone, email, and chat.
- Troubleshoot technical issues and provide effective solutions.
- Document and track issues, solutions, and customer interactions in the ticketing system.
- Collaborate with the engineering team to escalate and resolve complex technical problems.
- Conduct remote sessions to diagnose and resolve user issues.
- Guide customers through step-by-step solutions to configure and optimize product performance.
- Test and replicate customer-reported issues to validate solutions.
- Provide updates and follow-ups to customers on the status of their support tickets.
- Create and update support documentation and FAQs for common problems and solutions.
- Assist with onboarding and training new customers.
- Monitor system performance and escalate detected anomalies.
- Assist in the development and maintenance of internal knowledge bases.
- Participate in team meetings to discuss ongoing issues, solutions, and process improvements.
- Provide feedback to the product development team based on customer insights and recurring issues.
- Collaborate with other support technicians to share best practices and improve support strategies.
- Perform routine maintenance and updates on customer accounts and systems.
- Assist in developing training materials for end users and internal staff.
- Track and analyze support metrics to identify trends and areas for improvement.
- Conduct follow-up calls to ensure customer satisfaction.
- Maintain a high level of product knowledge to provide the best possible support.

The ideal candidate for the Product Support Technician role is a highly motivated individual with a Bachelor's degree in Information Technology, Computer Science, or a related field, complemented by proven experience in technical support. They excel in troubleshooting complex technical issues, possess strong analytical and diagnostic skills, and demonstrate exceptional problem-solving abilities. With excellent communication skills, both verbal and written, they can effectively interact with customers and explain technical concepts clearly and concisely. Proficiency in using ticketing systems, support software, and remote session tools such as TeamViewer and Zoom is essential. Familiarity with multiple operating systems (Windows, macOS, Linux) and a basic understanding of networking principles further enhance their technical prowess. The ideal candidate is detail-oriented, highly organized, and adept at managing multiple tasks efficiently. They are customer-centric, exhibiting a high level of empathy and a strong service orientation. With a proactive approach to learning and adaptability to new technologies, they continuously strive for self-improvement and professional development. Dependability, a robust work ethic, and the ability to stay composed under pressure are key attributes. This candidate is team-oriented, collaborative, and possesses the patience and persistence necessary for effective troubleshooting. They are also adept at creating support documentation, FAQs, and providing training to new customers, ensuring a comprehensive understanding of product functionality. Ultimately, their commitment to accountability, ownership, and delivering clear, concise instructions set them apart as the perfect fit for this role.

- Respond to customer inquiries and support requests via phone, email, and chat.
- Troubleshoot technical issues reported by users and provide effective solutions.
- Document and track issues, solutions, and customer interactions in the ticketing system.
- Collaborate with the engineering team to escalate and resolve complex technical problems.
- Conduct remote sessions to diagnose and resolve user issues.
- Guide customers through step-by-step solutions to configure and optimize product performance.
- Test and replicate customer-reported issues to validate solutions.
- Provide updates and follow-ups to customers on the status of their support tickets.
- Create and update support documentation and FAQs for common problems and solutions.
- Assist with onboarding and training new customers to ensure they understand product functionality.
- Monitor system performance and escalate any detected anomalies to the appropriate team.
- Assist in the development and maintenance of internal knowledge bases.
- Participate in team meetings to discuss ongoing issues, solutions, and process improvements.
- Provide feedback to the product development team based on customer insights and recurring issues.
- Collaborate with other support technicians to share best practices and improve support strategies.
- Perform routine maintenance and updates on customer accounts and systems.
- Assist in developing training materials for end users and internal staff.
- Track and analyze support metrics to identify trends and areas for improvement.
- Conduct follow-up calls to ensure customer satisfaction.
- Maintain a high level of product knowledge to provide the best possible support.

- Strong analytical and diagnostic skills
- Excellent problem-solving abilities
- Exceptional communication and interpersonal skills
- High customer service orientation and empathy
- Team-oriented mindset and collaborative nature
- Detail-oriented and highly organized
- Ability to handle multiple tasks and prioritize effectively
- Proactive approach to learning and self-improvement
- Adaptability to rapidly changing environments and technologies
- Calm and composed under pressure
- Patience and persistence in troubleshooting
- Ability to think critically and innovate
- High level of technical aptitude and curiosity
- Dependable and responsible with a strong work ethic
- Positive attitude and enthusiasm for helping others
- Commitment to continuous professional development
- Strong sense of accountability and ownership
- Effective time management and punctuality
- Ability to deliver clear and concise instructions

- Competitive salary range based on experience
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off including vacation, sick leave, and holidays
- Flexible work hours and remote work options
- Professional development and continuing education opportunities
- Employee training and mentorship programs
- Performance-based bonuses and incentives
- Employee assistance programs (EAP)
- Wellness programs and resources
- Discounts on company products and services
- Collaborative and supportive team environment
- Opportunities for career advancement and growth within the company
- Company-sponsored social and networking events
- Casual dress code
- Work-life balance initiatives
- Parental leave and family support benefits
- Employee recognition and reward programs
- Travel reimbursement and commuting benefits
- Access to the latest technology and tools