Remote Support Coordinator

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Remote Support Coordinator plays a pivotal role in ensuring seamless communication and problem resolution for clients and team members who operate offsite. This position involves managing and coordinating remote support activities, troubleshooting technical issues, providing guidance and assistance via various digital communication tools, and acting as a liaison between the technical support team and the end user. Additionally, a Remote Support Coordinator is responsible for maintaining records of support requests, monitoring progress, and ensuring timely resolutions to optimize productivity and satisfaction for all stakeholders involved.

- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
- Proven experience in a remote support or technical support role
- Strong understanding of computer systems, networks, and software applications
- Proficiency with remote support tools and software
- Excellent problem-solving and troubleshooting skills
- Strong communication skills, both written and verbal
- Ability to convey technical information to non-technical users
- Experience with ticketing systems and support documentation
- Ability to manage time effectively and prioritize tasks
- Customer-focused attitude and strong interpersonal skills
- Ability to work independently and as part of a team
- Familiarity with software installation, configuration, and updates
- Knowledge of remote desktop applications and help desk software
- Experience conducting training sessions and creating tutorial materials
- Understanding of service level agreements (SLAs) and performance metrics
- Flexibility to work various shifts, including evenings and weekends as needed
- High level of attention to detail and accuracy
- Proactive approach to identifying and resolving technical issues
- Ability to gather and analyze customer feedback for continuous improvement
- Certification in relevant IT support areas is a plus (e.g., CompTIA A+, ITIL)

- Respond to customer inquiries and issues via email, phone, and chat
- Diagnose and troubleshoot technical problems using remote tools and software
- Escalate complex technical issues to higher-level support or specialized teams as needed
- Provide instructions and support for software installation, configuration, and updates
- Track and document technical issues and resolutions in the support ticketing system
- Follow up with customers to ensure their technical issues are resolved satisfactorily
- Conduct remote training sessions for customers on product usage and best practices
- Collaborate with team members and other departments to resolve client issues efficiently
- Monitor and manage system alerts and notifications to proactively address potential problems
- Create and maintain documentation for common issues, solutions, and support procedures
- Participate in regular team meetings and training sessions to stay updated on product changes and new features
- Adhere to established service level agreements (SLAs) and performance metrics
- Gather customer feedback and provide input for product improvements
- Assist with the setup and maintenance of customer accounts and access permissions
- Update and maintain a knowledge base to improve self-service options for customers

The ideal candidate for the Remote Support Coordinator role possesses a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience, coupled with a proven track record in remote or technical support. They demonstrate a high level of technical proficiency, including a strong understanding of computer systems, networks, and software applications, along with expertise in remote support tools and troubleshooting techniques. Excellent problem-solving abilities and the capability to convey complex technical information to non-technical users are essential. This candidate excels in written and verbal communication, and is adept at managing time, prioritizing tasks effectively, and adhering to service level agreements (SLAs) and performance metrics. They possess a customer-focused attitude, exhibit empathy and patience when resolving inquiries, and maintain strong interpersonal and teamwork skills. Experience with ticketing systems and support documentation, as well as familiarity with software installation, configuration, updates, and remote desktop applications, sets them apart. Additionally, the candidate is detail-oriented, highly organized, and able to adapt quickly to new technologies and processes. Proactive in identifying and resolving technical issues, they maintain a positive attitude and a commitment to high-quality service, excelling under pressure and demonstrating flexibility in working various shifts. Their dependability, strong work ethic, and openness to feedback drive continuous improvement, making them a valuable asset in delivering exceptional remote support.

- Respond to customer inquiries and issues via email, phone, and chat
- Diagnose and troubleshoot technical problems using remote tools and software
- Escalate complex technical issues to higher-level support or specialized teams as needed
- Provide instructions and support for software installation, configuration, and updates
- Track and document technical issues and resolutions in the support ticketing system
- Follow up with customers to ensure their technical issues are resolved satisfactorily
- Conduct remote training sessions for customers on product usage and best practices
- Collaborate with team members and other departments to resolve client issues efficiently
- Monitor and manage system alerts and notifications to proactively address potential problems
- Create and maintain documentation for common issues, solutions, and support procedures
- Participate in regular team meetings and training sessions to stay updated on product changes and new features
- Adhere to established service level agreements (SLAs) and performance metrics
- Gather customer feedback and provide input for product improvements
- Assist with the setup and maintenance of customer accounts and access permissions
- Update and maintain a knowledge base to improve self-service options for customers

- Excellent problem-solving skills
- Strong communication abilities
- Empathy and patience when dealing with customers
- High level of technical proficiency
- Strong interpersonal skills
- Ability to work effectively in a remote setting
- Excellent time management and organizational skills
- Detail-oriented mindset
- Ability to adapt to new technologies and processes quickly
- Initiative and proactive approach to tasks
- Dependability and strong work ethic
- Team player with a collaborative approach
- Strong analytical skills
- Positive attitude and customer-focused outlook
- Ability to handle stress and remain calm under pressure
- Flexibility and willingness to work various shifts
- Openness to feedback and continuous improvement
- Commitment to providing high-quality service
- Strong documentation and record-keeping skills

- Competitive salary range: $XX,XXX - $XX,XXX per annum
- Comprehensive health insurance plan (medical, dental, vision)
- Remote work flexibility with a home office stipend
- Generous paid time off (PTO) and holidays
- 401(k) plan with company matching
- Professional development opportunities and continuous learning resources
- Access to online training platforms and certifications
- Employee wellness programs and mental health support
- Quarterly performance bonuses
- Technology and equipment provided for remote work
- Internet and phone bill reimbursement
- Flexible working hours and shift options
- Employee assistance program (EAP)
- Access to a fitness reimbursement program
- Opportunities for career advancement and internal promotions
- Company-sponsored social events and virtual team-building activities
- Parental leave and family support benefits
- Life and disability insurance
- Tuition reimbursement for further education and training