Remote Customer Support Representative

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

A Remote Customer Support Representative is responsible for providing high-quality assistance to customers from a remote location, utilizing various communication channels such as email, chat, and phone. This role entails addressing customer inquiries, resolving issues, and ensuring customer satisfaction by delivering efficient and effective support. Remote Customer Support Representatives play a crucial role in sustaining customer relationships, offering guidance on products and services, and escalating more complex issues to specialized departments when necessary. Adaptability, strong communication skills, and the ability to work independently are key attributes for success in this role.

- High school diploma or equivalent (Bachelor’s degree preferred)
- Proven experience in customer support or a similar role
- Excellent verbal and written communication skills
- Strong problem-solving abilities
- Proficiency in using CRM software and support ticketing systems
- Familiarity with email, chat, and phone communication systems
- Ability to work independently and remotely
- Strong organizational skills and ability to multitask
- High level of empathy and customer service orientation
- Technical aptitude to quickly learn and understand product features
- Ability to handle difficult or irate customers in a calm and professional manner
- Strong attention to detail and accuracy in documentation
- Ability to follow established processes and guidelines
- Flexibility to work various shifts, including evenings, weekends, and holidays
- Reliable internet connection and a quiet workspace
- Basic knowledge of commonly used applications and systems (e.g., Microsoft Office, Google Workspace)
- Ability to work in a fast-paced environment

- Handle customer inquiries via email, chat, and phone
- Resolve product or service issues
- Escalate complex issues when necessary
- Document customer interactions in CRM system
- Provide product information and guidance
- Follow up with customers to ensure resolution
- Assist in drafting and updating support documentation
- Participate in training sessions and team meetings
- Collaborate with team members to share knowledge
- Track and report recurring issues
- Manage and prioritize multiple support requests
- Offer insights for improving customer experience
- Adhere to performance metrics and standards
- Handle refunds, returns, or exchanges
- Provide onboarding assistance for new customers
- Perform regular follow-ups to gather customer feedback

The ideal candidate for the Remote Customer Support Representative role is a highly skilled and experienced professional with a proven track record in customer support or a similar position. They possess excellent verbal and written communication abilities, allowing them to articulate responses clearly and empathetically while effectively resolving customer issues. With strong problem-solving skills and a technical aptitude, they quickly grasp and understand product features, utilizing CRM software and support ticketing systems with ease. This individual thrives in a fast-paced, remote work environment, showcasing exceptional organizational skills and the ability to multitask efficiently. They are adaptable, able to handle difficult or irate customers calmly and professionally, and flexible to work various shifts including evenings, weekends, and holidays. Their high level of empathy, attention to detail, and accuracy in documentation are complemented by their ability to follow established processes and guidelines faithfully. The ideal candidate is a reliable team player with a collaborative mindset, maintaining a positive attitude and resilience amidst challenges, and shows a genuine passion for helping others and solving problems. They possess high integrity, a strong customer service orientation, keen listening skills, and an ability to adapt to new technologies and processes, all while ensuring a reliable internet connection and a quiet workspace to perform their duties effectively.

- Handle customer inquiries via email, chat, and phone in a professional and timely manner.
- Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, and selecting the best solution.
- Escalate complex issues to higher-level support teams or management as necessary.
- Document all customer interactions and maintain accurate records in the company’s CRM system.
- Provide product information and guidance to customers to help them make informed decisions.
- Follow up with customers to ensure their issues have been resolved satisfactorily.
- Assist in drafting and updating support documentation, FAQs, and help articles.
- Participate in training sessions and team meetings to stay updated on product features and company policies.
- Collaborate with team members to share knowledge and best practices.
- Track and report recurring issues to help identify areas for product improvement.
- Manage and prioritize multiple support requests while maintaining a high level of customer satisfaction.
- Use data from customer interactions to offer insights and suggestions for improving the customer experience.
- Adhere to established performance metrics, targets, and standards.
- Handle refunds, returns, or exchanges in accordance with company policies.
- Provide onboarding assistance for new customers, ensuring they understand how to use the product or service.
- Perform regular follow-ups with customers to gather feedback on their experiences and identify areas for improvement.

- Excellent communication skills
- Strong problem-solving abilities
- High level of empathy and customer service orientation
- Ability to work independently and remotely
- Proficiency in using CRM software and support ticketing systems
- Strong organizational skills and ability to multitask
- Calm and professional demeanor in handling difficult customers
- Reliable internet connection and quiet workspace
- Flexibility to work various shifts, including evenings, weekends, and holidays
- Technical aptitude to quickly learn and understand product features
- Strong attention to detail and accuracy in documentation
- Ability to follow established processes and guidelines
- Ability to work in a fast-paced environment
- Team player with a collaborative mindset
- High integrity and reliability
- Positive attitude and resilience
- Keen listening skills
- Adaptability to new technologies and processes
- Passion for helping others and solving problems

- Competitive salary range: $40,000 - $55,000 per year
- Comprehensive health, dental, and vision insurance
- Paid time off (PTO) and holidays
- 401(k) retirement plan with company match
- Flexible work schedule and remote work opportunities
- Professional development and training programs
- Performance-based bonuses and incentives
- Employee assistance program (EAP)
- Wellness programs and virtual fitness classes
- Company-provided equipment and technology
- Internet and phone stipend
- Opportunities for career advancement and growth within the company
- Friendly and supportive team environment
- Access to online learning resources and courses
- Paid parental leave
- Discounts on company products and services
- Inclusive and diverse workplace culture