Remote Technical Support Specialist

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Remote Technical Support Specialist is crucial in providing customer assistance and resolving technical issues from a remote location. They utilize their expertise in various software, hardware, and networking systems to diagnose problems, guide users through step-by-step solutions, and ensure efficient system functionality. Effective communication skills are essential as they offer support via phone, email, or chat, ensuring that users' technical needs are promptly and effectively addressed. By maintaining up-to-date knowledge of industry developments and troubleshooting techniques, they play a vital role in maintaining user satisfaction and system reliability.

- Proven experience as a Technical Support Specialist or similar customer support role
- Familiarity with remote desktop applications and help desk software
- Strong troubleshooting and problem-solving skills
- Excellent communication and interpersonal abilities
- Ability to provide clear and concise instructions to customers
- Proficient in both written and spoken English
- Knowledge of various operating systems, such as Windows, macOS, and Linux
- Understanding of networking concepts and troubleshooting
- Ability to diagnose and resolve basic technical issues in software, hardware, and networks
- Strong organizational skills and ability to document cases effectively
- Experience with customer relationship management (CRM) systems
- Ability to work independently and as part of a team
- Ability to handle stressful situations and manage multiple priorities
- Availability to work flexible hours, including weekends and holidays if required
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
- Certification in IT support or related technical certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Fundamentals)
- Experience in creating and maintaining technical documentation and knowledge base articles
- High attention to detail and a commitment to providing high-quality customer service
- Familiarity with data privacy and security standards
- Willingness to participate in ongoing training and professional development
- Ability to mentor and assist in onboarding new team members
- Reliable internet connection and a suitable remote working environment

- Respond to customer inquiries via email, phone, or chat platforms
- Diagnose and troubleshoot technical issues related to software, hardware, and network systems
- Provide step-by-step guidance to customers for resolving technical problems
- Document support cases and solutions in the customer relationship management (CRM) system
- Collaborate with other support specialists and escalate complex issues to higher-level support or engineering teams as needed
- Assist customers with product installations, configurations, and updates
- Monitor system alerts and perform proactive troubleshooting to avoid potential issues
- Create and update knowledge base articles and FAQs to support customer self-service
- Participate in team meetings to discuss ongoing issues, updates, and best practices
- Provide feedback to product development teams based on customer interactions
- Ensure that customer issues are resolved within the established service level agreements (SLAs)
- Maintain up-to-date knowledge of company products, services, and technological advancements
- Conduct remote sessions to directly troubleshoot or resolve customers' technical issues
- Ensure data privacy and security standards are met during customer interactions
- Participate in training sessions to enhance product and technical knowledge
- Assist in onboarding and mentoring new team members
- Follow up with customers to ensure their technical issues are fully resolved and their experience is satisfactory

The ideal candidate for the role of Remote Technical Support Specialist is a highly skilled and experienced professional with a strong background in technical support and customer service. They possess a proven track record of diagnosing and troubleshooting complex software, hardware, and network issues, showcasing exceptional problem-solving abilities and technical expertise across various operating systems, including Windows, macOS, and Linux. With proficiency in remote desktop applications and help desk software, they excel in providing precise and understandable instructions to customers both verbally and in writing. The candidate demonstrates excellent communication and interpersonal skills, evidencing patience and empathy while addressing customer concerns. They are highly organized and detail-oriented, adept at documenting support cases and creating technical documentation. Their proactive approach allows them to anticipate and resolve issues before they escalate, ensuring compliance with data privacy and security standards throughout their interactions. As a self-motivated learner, they continuously pursue professional development and certifications, staying updated on industry trends and emerging technologies. Their ability to manage multiple priorities effectively, even under pressure, combined with their collaborative nature and willingness to mentor new team members, makes them a valuable asset. A commitment to exceptional customer service, high integrity, and professionalism sets them apart, ensuring that they consistently deliver quality support while contributing positively to the team dynamic.

- Respond to customer inquiries via email, phone, or chat platforms
- Diagnose and troubleshoot technical issues related to software, hardware, and network systems
- Provide step-by-step guidance to customers for resolving technical problems
- Document support cases and solutions in the customer relationship management (CRM) system
- Collaborate with other support specialists and escalate complex issues to higher-level support or engineering teams as needed
- Assist customers with product installations, configurations, and updates
- Monitor system alerts and perform proactive troubleshooting to avoid potential issues
- Create and update knowledge base articles and FAQs to support customer self-service
- Participate in team meetings to discuss ongoing issues, updates, and best practices
- Provide feedback to product development teams based on customer interactions
- Ensure that customer issues are resolved within the established service level agreements (SLAs)
- Maintain up-to-date knowledge of company products, services, and technological advancements
- Conduct remote sessions to directly troubleshoot or resolve customers' technical issues
- Ensure data privacy and security standards are met during customer interactions
- Participate in training sessions to enhance product and technical knowledge
- Assist in onboarding and mentoring new team members
- Follow up with customers to ensure their technical issues are fully resolved and their experience is satisfactory

- Strong analytical and problem-solving mindset
- Excellent verbal and written communication skills
- Customer-oriented with a passion for helping people
- Patience and empathy in handling customer issues
- Proactive approach to identifying and resolving issues
- Detail-oriented and highly organized
- Ability to work under pressure and handle challenging situations
- Self-motivated and able to work independently
- Collaborative team player with a cooperative attitude
- Quick learner with the ability to adapt to new technologies
- Consistency in following up on unresolved issues
- Time management skills to handle multiple tasks efficiently
- Commitment to continuous learning and professional development
- High level of integrity and professionalism
- Technically proficient with a willingness to stay updated on industry trends

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Retirement savings plan with company match
- Paid time off (PTO) including vacation days, personal days, and holidays
- Flexible working hours and remote work opportunities
- Professional development programs and tuition reimbursement
- Access to online training courses and certification programs
- Employee assistance program (EAP) for personal and professional support
- Performance bonuses and incentive programs
- Wellness programs and activities
- Company-provided equipment and technology for remote work
- Opportunities for career growth and advancement within the company
- Regular team-building and virtual social events
- Work-from-home stipend or allowance for home office setup
- Recognition and reward programs for outstanding performance
- Inclusive and diverse workplace culture
- Employee discount programs for company products and services
- Access to industry conferences and networking opportunities
- Mentorship programs and peer support groups