Resolution Specialist

Vintti is revolutionizing remote staffing by prioritizing time zone alignment. We connect US-based SMBs, startups, and firms with Latin American professionals who work synchronously with US schedules. This approach ensures that businesses can maintain their usual workflows, conduct real-time meetings, and collaborate effectively without the typical challenges of working across disparate time zones.

A Resolution Specialist is responsible for addressing customer concerns and resolving complex issues to ensure satisfaction and maintain strong client relationships. They act as intermediaries between the company and its customers, identifying problems, analyzing information, and implementing effective solutions. Their role involves communicating clearly, both verbally and in writing, and applying company policies to bring about favorable outcomes while maintaining a high level of professionalism. Resolution Specialists play a crucial role in enhancing the customer experience and fostering loyalty by ensuring that conflicts are managed efficiently and effectively.

- Bachelor's degree in Business, Communication, or related field, or equivalent experience.
- Minimum of 2 years experience in customer service or a similar role.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Proficiency in using CRM systems and related software.
- Ability to manage multiple tasks and prioritize effectively.
- Excellent interpersonal skills with a customer-focused mindset.
- High attention to detail and organizational skills.
- Familiarity with company products and industry practices.
- Ability to work independently and as part of a team.
- Strong time management skills and ability to meet deadlines.
- Experience with quality assurance processes.
- Capacity to handle high-pressure situations and sensitive customer interactions.
- Basic technical knowledge relevant to the company's products or services.
- Flexibility to work varying shifts, including weekends and holidays if required.
- Knowledge of process improvement methodologies is a plus.

- Review and prioritize incoming customer complaints and inquiries.
- Investigate and diagnose issues by gathering relevant information from customers and internal databases.
- Communicate with customers via phone, email, or chat to understand and address their concerns.
- Collaborate with various departments, such as sales, technical support, and billing, to resolve issues efficiently.
- Document all actions taken and resolutions provided in the company’s CRM system.
- Provide customers with timely status updates and follow up to ensure complete satisfaction.
- Analyze recurring issues and identify trends or potential areas for process improvement.
- Develop and implement strategies to prevent future occurrences of resolved issues.
- Maintain up-to-date knowledge of company products, policies, and procedures.
- Escalate complex or unresolved issues to higher-level support or management when necessary.
- Create and update knowledge base articles and FAQs to assist customers in self-service.
- Conduct quality assurance checks to ensure the accuracy and effectiveness of resolutions provided.
- Participate in team meetings and training sessions to stay informed about new products and enhance resolution skills.
- Coordinate with third-party service providers or partners as needed for issue resolution.
- Monitor and meet performance metrics and targets related to resolution speed and customer satisfaction.

The ideal candidate for the Resolution Specialist role is a highly skilled individual with a minimum of two years of experience in customer service or a similar capacity, preferably holding a Bachelor's degree in Business, Communication, or a related field. They are exceptional problem solvers with strong analytical abilities, capable of diagnosing issues quickly and efficiently. Their communication skills, both verbal and written, are impeccable, allowing them to address customer concerns effectively and professionally through various channels. Proficient in using CRM systems and related software, they excel at managing multiple tasks while maintaining a high level of attention to detail and organization. With a profound customer-focused mindset, they possess excellent interpersonal skills and the capacity to handle sensitive, high-pressure situations with empathy and patience. They are proactive in identifying trends and areas for process improvement, and they take the initiative to develop and implement preventive strategies. This highly adaptable and collaborative individual consistently demonstrates integrity and reliability when handling customer information, thrives both independently and as part of a team, and is committed to continuous learning about company products and industry practices. Flexibility to work varying shifts, including weekends and holidays, and a basic technical knowledge relevant to the company's offerings further underscore their suitability for this pivotal role.

- Review and prioritize incoming customer complaints and inquiries.
- Investigate and diagnose issues by gathering relevant information from customers and internal databases.
- Communicate with customers via phone, email, or chat to understand and address their concerns.
- Collaborate with various departments, such as sales, technical support, and billing, to resolve issues efficiently.
- Document all actions taken and resolutions provided in the company’s CRM system.
- Provide customers with timely status updates and follow up to ensure complete satisfaction.
- Analyze recurring issues and identify trends or potential areas for process improvement.
- Develop and implement strategies to prevent future occurrences of resolved issues.
- Maintain up-to-date knowledge of company products, policies, and procedures.
- Escalate complex or unresolved issues to higher-level support or management when necessary.
- Create and update knowledge base articles and FAQs to assist customers in self-service.
- Conduct quality assurance checks to ensure the accuracy and effectiveness of resolutions provided.
- Participate in team meetings and training sessions to stay informed about new products and enhance resolution skills.
- Coordinate with third-party service providers or partners as needed for issue resolution.
- Monitor and meet performance metrics and targets related to resolution speed and customer satisfaction.

- Strong problem-solving and analytical abilities
- Excellent verbal and written communication skills
- High attention to detail and organizational skills
- Proficiency in CRM systems and related software
- Exceptional interpersonal skills with a customer-focused mindset
- Capacity to handle high-pressure and sensitive customer interactions
- Ability to manage multiple tasks and prioritize effectively
- High degree of flexibility and adaptability
- Integrity and reliability in handling customer information
- Ability to work independently and as part of a team
- Strong time management and ability to meet deadlines
- Constant learner and willingness to stay updated on company products and industry practices
- Proactive approach to identifying trends and areas for process improvement
- Empathy and patience in dealing with customer concerns
- Initiative in developing and implementing preventive strategies
- Collaborative mindset to work efficiently with other departments
- Basic technical knowledge relevant to the company's products or services
- Openness to working varying shifts, including weekends and holidays if required

- Competitive salary range
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (PTO) and holidays
- Flexible work hours and remote work options
- Employee assistance program (EAP)
- Professional development and training opportunities
- Tuition reimbursement program
- Wellness programs and gym membership discounts
- Company-sponsored social events and team-building activities
- Opportunity for career advancement within the company
- Performance-based bonuses
- Life insurance and disability coverage
- Commuter benefits and parking facilities
- Access to company product discounts and special offers
- Mentorship and coaching programs
- Childcare assistance benefits
- Inclusive and diverse workplace environment
- Ergonomic workspace setup