Senior Product Support Specialist

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

A Senior Product Support Specialist plays a crucial role in ensuring customer satisfaction by providing advanced technical support and resolving complex issues related to products and services. This position involves acting as a liaison between the development team and customers, offering in-depth product knowledge, troubleshooting expertise, and tailored solutions. The Senior Product Support Specialist also mentors junior support staff, contributes to the creation and maintenance of support documentation, and identifies trends in customer feedback to facilitate continuous product improvement. By blending technical proficiency with exceptional communication skills, they enhance the overall user experience.

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in a technical support role, preferably in a SaaS or software environment.
- Proven expertise in diagnosing and resolving complex technical issues.
- Strong knowledge of software development life cycles and methodologies.
- Proficiency with support tools and software such as ticketing systems, CRM applications, and remote support tools.
- Excellent problem-solving and analytical skills with the ability to conduct root cause analysis.
- Experience providing mentorship and guidance to junior team members.
- Ability to create and update comprehensive technical documentation and knowledge base articles.
- Strong verbal and written communication skills, capable of effectively interfacing with both technical and non-technical stakeholders.
- Experience collaborating with product development teams to address software bugs and feature requests.
- Aptitude for learning new software applications and technologies swiftly.
- Outstanding customer service skills with a professional and empathetic approach.
- Proven track record of handling high-impact and VIP customer issues promptly and effectively.
- Ability to lead training sessions and workshops for internal teams and external clients.
- Well-organized with the capability to manage multiple tasks and priorities simultaneously.
- Familiarity with performance metrics and experience in monitoring and reporting on them.
- Up-to-date knowledge of industry trends, best practices, and the competitive landscape.
- Experience working with third-party vendors and partners to resolve integration issues.
- Strong project management and coordination skills.
- Certification in ITIL or other relevant support frameworks is a plus.
- Ability to work effectively in a fast-paced, dynamic environment.
- Strong attention to detail and a commitment to high-quality standards.
- Flexibility to work outside normal business hours if required to address critical support needs.

- Diagnose and resolve complex technical issues via phone, email, and chat support channels.
- Provide mentorship and guidance to junior support specialists.
- Collaborate with the product development team to identify, report, and prioritize software bugs and feature requests.
- Conduct in-depth troubleshooting and root cause analysis for escalated support cases.
- Create and update comprehensive support documentation and knowledge base articles.
- Monitor product performance metrics and user feedback to identify recurring issues and areas for improvement.
- Lead training sessions and workshops for internal teams and external clients on product usage and best practices.
- Participate in weekly cross-functional meetings to discuss product updates, support trends, and customer feedback.
- Provide detailed case notes and maintain accurate records in the support ticketing system.
- Communicate effectively with customers to keep them informed about the status of their support inquiries.
- Test and validate software updates and patches before they are released to customers.
- Assist with onboarding new clients by setting up accounts and providing initial training.
- Develop and implement strategies for improving the efficiency and effectiveness of the support team.
- Handle VIP and high-impact customer issues with a high sense of urgency and professionalism.
- Stay updated with the latest product developments, industry trends, and competitive landscape.
- Propose process improvements based on observations and feedback from customers and internal teams.
- Coordinate with third-party vendors and partners to resolve integration issues.
- Prepare and present regular reports on support activities, customer satisfaction, and product performance.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs).

The ideal candidate for the Senior Product Support Specialist role is a seasoned technical professional with at least five years of experience in a technical support capacity, ideally within a SaaS or software environment. They possess a Bachelor's degree in Computer Science, Information Technology, or a related field and have proven expertise in diagnosing and resolving complex technical issues. This individual is highly proficient with support tools, CRM applications, and remote support tools, and has a deep understanding of software development life cycles and methodologies. They are skilled at conducting thorough root cause analysis and are experienced in providing mentorship and guidance to junior team members. Their exceptional verbal and written communication skills enable them to interface effectively with both technical and non-technical stakeholders. The ideal candidate is customer-centric, demonstrating outstanding customer service skills with empathy and professionalism, particularly in handling high-impact and VIP client issues. They are adept at leading training sessions and workshops, creating comprehensive technical documentation, and updating knowledge base articles. Highly organized, they can manage multiple tasks and priorities simultaneously and are comfortable working in a fast-paced, dynamic environment. This proactive individual stays current with industry trends and best practices and has experience collaborating with product development teams to address software bugs and feature requests. They exhibit strong analytical and critical thinking skills, are adept at monitoring and reporting on performance metrics, and possess strong project management capabilities. Additionally, they are a collaborative team player with excellent interpersonal skills, adaptability, and a strong sense of ownership, responsibility, and urgency. This candidate also has a high attention to detail, a commitment to quality standards, and flexibility to work outside normal business hours if required. Certification in ITIL or relevant support frameworks would be considered a plus.

- Diagnose and resolve complex technical issues via phone, email, and chat support channels.
- Provide mentorship and guidance to junior support specialists.
- Collaborate with the product development team to identify, report, and prioritize software bugs and feature requests.
- Conduct in-depth troubleshooting and root cause analysis for escalated support cases.
- Create and update comprehensive support documentation and knowledge base articles.
- Monitor product performance metrics and user feedback to identify recurring issues and areas for improvement.
- Lead training sessions and workshops for internal teams and external clients on product usage and best practices.
- Participate in weekly cross-functional meetings to discuss product updates, support trends, and customer feedback.
- Provide detailed case notes and maintain accurate records in the support ticketing system.
- Communicate effectively with customers to keep them informed about the status of their support inquiries.
- Test and validate software updates and patches before they are released to customers.
- Assist with onboarding new clients by setting up accounts and providing initial training.
- Develop and implement strategies for improving the efficiency and effectiveness of the support team.
- Handle VIP and high-impact customer issues with a high sense of urgency and professionalism.
- Stay updated with the latest product developments, industry trends, and competitive landscape.
- Propose process improvements based on observations and feedback from customers and internal teams.
- Coordinate with third-party vendors and partners to resolve integration issues.
- Prepare and present regular reports on support activities, customer satisfaction, and product performance.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs).

- Strong technical proficiency and problem-solving capabilities
- Excellent communication skills, both verbal and written
- Leadership and mentorship abilities
- Customer-centric approach with strong empathy and patience
- High attention to detail and commitment to quality
- Strong organizational and multitasking skills
- Proactive and solution-oriented mindset
- Ability to work effectively in a fast-paced, dynamic environment
- Aptitude for quickly learning new technologies and software
- Collaborative team player with interpersonal skills
- Adaptability to evolving technologies and processes
- Strong analytical and critical thinking skills
- High degree of professionalism and urgency in handling VIP client issues
- Dependable and responsible with a strong sense of ownership
- Ability to handle stress and remain calm under pressure

- Competitive salary range
- Comprehensive health insurance plans, including medical, dental, and vision coverage
- Retirement savings plan with company match
- Paid time off, including vacation days, sick leave, and holidays
- Flexible work hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement for relevant courses and certifications
- Employee wellness programs and resources
- Performance-based bonuses and incentives
- Employee assistance program offering counseling and support services
- Generous parental leave policy
- Company-sponsored events and team-building activities
- Access to the latest technology and tools
- Opportunities for career advancement and internal promotions
- Casual dress code and friendly office environment
- On-site fitness center or gym membership discounts
- Free snacks and beverages in the office
- Employee discount programs and special offers
- Company-matched charitable donation programs