Senior Client Support Specialist

Vintti is a cutting-edge staffing agency revolutionizing the way US companies build their teams. Leveraging advanced technology and embracing the power of remote work, we connect SMBs, startups, and firms across the United States with top-tier talent from Latin America. Our platform seamlessly integrates professionals into US business ecosystems, regardless of physical borders. Vintti operates on the principle of a borderless future of work, where skills and expertise trump geographical constraints.

A Senior Client Support Specialist is a seasoned professional dedicated to providing exceptional service and support to clients. This role typically involves managing and resolving complex customer inquiries, ensuring a high level of client satisfaction, and maintaining strong client relationships. A Senior Client Support Specialist leverages extensive knowledge and experience to troubleshoot issues, guide clients through solutions, and collaborate with internal teams to enhance service delivery. They play a crucial role in identifying client needs, offering proactive support, and contributing to continuous improvement initiatives within the organization.

- Bachelor’s degree in Business, Communications, IT, or a related field.
- Minimum of 5 years of experience in client support or a similar role.
- Proficiency in CRM software and support ticket systems.
- Excellent problem-solving and troubleshooting skills.
- Strong communication skills, both verbal and written.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong organizational skills with attention to detail.
- Experience in conducting training and onboarding sessions.
- Proven track record of building and maintaining client relationships.
- Ability to analyze data and generate actionable insights.
- Familiarity with industry trends and product knowledge.
- Demonstrated ability to collaborate with cross-functional teams.
- Customer-centric mindset with a focus on client satisfaction and retention.
- Technical proficiency to understand and communicate complex issues.
- Flexibility to adapt to changing priorities and handle high-pressure situations.
- High level of professionalism and a strong work ethic.

- Provide timely and accurate responses to client inquiries via multiple communication channels.
- Troubleshoot and resolve complex client issues with efficient, effective solutions.
- Conduct comprehensive training sessions to educate clients on product features and updates.
- Develop and nurture strong client relationships to ensure satisfaction and long-term retention.
- Escalate critical client issues to appropriate internal teams and follow through to resolution.
- Monitor client support requests within CRM software to ensure timely resolution.
- Collaborate with cross-functional teams to relay client feedback and suggest improvements.
- Create, update, and maintain helpdesk documentation and support guides.
- Analyze client support data to identify trends and recommend improvements.
- Assist new clients through the onboarding process for seamless transitions.
- Participate actively in team meetings to share client status updates and support activities.
- Stay informed on industry trends and product knowledge for expert client support.
- Manage the support ticket queue, prioritizing based on urgency and impact.
- Conduct regular client check-ins to proactively address and prevent potential issues.

The ideal candidate for the Senior Client Support Specialist role will possess a Bachelor's degree in Business, Communications, IT, or a related field, accompanied by a minimum of 5 years of experience in client support. This individual will exhibit exceptional problem-solving and troubleshooting skills, demonstrated through a history of effectively resolving complex client issues. With outstanding verbal and written communication abilities, the candidate will excel in conducting comprehensive training sessions and providing clear, concise instructions. Strong organizational and time management skills, along with proficiency in CRM software and support ticket systems, will enable this person to manage a high volume of support requests efficiently. A proven track record in building and maintaining long-term client relationships is essential, underscored by a customer-centric mindset and a high degree of empathy. The ideal candidate will be highly adaptable, capable of handling multiple tasks, prioritizing effectively, and maintaining composure under pressure. Additionally, they will demonstrate a collaborative attitude, proactively engage with cross-functional teams, and leverage analytical skills to generate actionable insights. A tech-savvy, proactive individual with a growth mindset, dedication to client satisfaction, and the ability to stay updated on industry trends will thrive in this role. Their professionalism, resilience, and strong work ethic, combined with the ability to quickly grasp new technologies and maintain flexibility in dynamic environments, will set them apart as a perfect fit for the Senior Client Support Specialist position.

- Respond promptly to client inquiries via phone, email, and live chat.
- Troubleshoot and resolve complex client issues and technical problems.
- Conduct training sessions for clients on product features and updates.
- Develop and maintain strong relationships with key clients to ensure satisfaction and retention.
- Escalate critical issues to appropriate internal teams and follow up to ensure resolution.
- Monitor and track client support requests using CRM software.
- Collaborate with product and engineering teams to provide feedback on client needs and improvements.
- Create and update helpdesk documentation and client support guides.
- Analyze client support metrics to identify trends and areas for improvement.
- Assist in the onboarding process for new clients, ensuring a smooth transition and setup.
- Participate in regular team meetings and provide updates on client status and support activities.
- Stay updated on industry trends and product knowledge to provide expert advice.
- Manage a queue of outstanding support tickets, prioritizing tasks based on urgency and client impact.
- Conduct regular check-ins with clients to proactively address potential issues.

- Strong problem-solving aptitude
- Excellent communication and interpersonal skills
- High degree of empathy and customer focus
- Ability to work independently and as part of a team
- Strong analytical skills and attention to detail
- Proactive and initiative-driven
- Tech-savvy with the ability to quickly grasp new software and technologies
- Patience and persistence in solving complex client issues
- Ability to handle multiple tasks and prioritize effectively
- Adaptable to changing environments and client needs
- Strong organizational and time management skills
- Ability to stay calm under pressure
- Growth mindset with a passion for continuous learning
- Dedication to client satisfaction and long-term relationships
- High level of professionalism and work ethic
- Capability to provide clear and concise instructions
- Resilience and ability to recover quickly from setbacks
- Team player with a collaborative attitude
- Positive and enthusiastic attitude towards work

- Competitive salary range: $70,000 - $90,000 annually
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Generous paid time off (PTO) and vacation days
- Paid parental leave
- Remote work options or flexible work arrangements
- Professional development and training opportunities
- Employee wellness programs
- Subsidized gym memberships
- Employee assistance program (EAP)
- Performance-based bonuses
- Company-sponsored events and team-building activities
- Tuition reimbursement for continued education
- Commuter benefits or transportation reimbursement
- Opportunity for career growth and advancement within the company
- Technology stipend for home office setup
- Casual dress code
- Paid holidays
- Access to industry conferences and networking events