Service Resolution Specialist

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

A Service Resolution Specialist is a key player in customer service and support, dedicated to resolving customer issues and ensuring a positive experience. This role involves responding to inquiries, troubleshooting problems, and working closely with various departments to address and resolve service-related concerns. By maintaining a thorough understanding of company products and services, Service Resolution Specialists efficiently identify and resolve discrepancies, uphold service standards, and foster customer loyalty. Their ability to clearly communicate solutions and maintain a customer-first attitude is crucial in driving satisfaction and enhancing overall service quality.

- Bachelor’s degree or equivalent work experience in customer service or a related field.
- Proven experience in a customer service or technical support role.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and analytical skills.
- Familiarity with customer relationship management (CRM) systems.
- Ability to diagnose and resolve basic technical issues.
- Strong organizational skills and attention to detail.
- Capability to multitask and handle high-stress situations.
- Empathetic and patient approach in dealing with customers.
- Ability to work in a team-oriented environment.
- Flexibility to work varying shifts, including evenings and weekends.
- Proficiency in using Microsoft Office Suite (Word, Excel, Outlook, etc.).
- Knowledge of service resolution and escalation procedures.
- Ability to analyze data and identify trends or patterns.
- Basic understanding of computer systems, software, and hardware.
- Willingness to participate in ongoing training and development.
- Experience in creating and updating technical documentation and guides.
- Strong time management skills.
- Commitment to maintaining confidentiality and data security.
- Proven track record of meeting or exceeding performance metrics.

- Respond to customer inquiries and complaints via phone, email, or chat.
- Diagnose and resolve service issues by identifying the root cause and implementing appropriate solutions.
- Escalate complex or unresolved issues to senior support staff or relevant departments.
- Document all interactions and resolutions in the customer relationship management (CRM) system.
- Monitor and follow up on open service tickets to ensure timely and satisfactory resolution.
- Collaborate with other team members and departments to coordinate effective problem-solving efforts.
- Provide regular updates to customers regarding the status of their service inquiries.
- Analyze patterns in customer issues to identify areas for process improvement.
- Assist in creating and updating troubleshooting guides and best practice documentation.
- Participate in ongoing training sessions to stay current with product and system updates.
- Contribute to team meetings to share insights and develop strategies for enhancing service quality.
- Maintain a high level of customer satisfaction by delivering personalized and empathetic support.
- Use feedback from customers to suggest new features or improvements to the product or service.
- Conduct proactive outreach to customers experiencing recurring issues to offer permanent solutions.
- Assist in the training and onboarding of new team members by sharing knowledge and best practices.
- Track and report on key performance indicators (KPIs) related to service resolution metrics.
- Adhere to company policies and procedures while handling customer information and complaints.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Participate in ad hoc projects and assignments as required by management.

The ideal candidate for the role of Service Resolution Specialist is a highly skilled and experienced professional with a robust background in customer service or technical support. They possess a bachelor’s degree or equivalent work experience and demonstrate exceptional communication skills, both written and verbal, that enable them to convey information clearly and empathetically. With strong problem-solving and analytical abilities, they can quickly diagnose and resolve service issues, ensuring customer satisfaction. The ideal candidate is proficient in using CRM systems and has a solid understanding of computer systems, software, and hardware, allowing them to provide efficient technical assistance. They exhibit excellent organizational skills, attention to detail, and the ability to multitask and handle high-stress situations effectively. A proactive and solution-oriented mindset, coupled with a high level of empathy and patience, drives them to deliver outstanding support. They are team players who can collaborate effectively with colleagues and departments. Adaptability to varying work shifts and a commitment to continuous learning and improvement are essential traits. This candidate also excels in data analysis to identify trends and uses customer feedback to suggest enhancements. They have a proven track record of meeting or exceeding performance metrics and uphold the highest standards of confidentiality and data security. Their technological proficiency, particularly with Microsoft Office Suite, combined with experience in creating and updating technical documentation, makes them an invaluable asset to the team.

- Respond to customer inquiries and complaints via phone, email, or chat.
- Diagnose and resolve service issues by identifying the root cause and implementing appropriate solutions.
- Escalate complex or unresolved issues to senior support staff or relevant departments.
- Document all interactions and resolutions in the customer relationship management (CRM) system.
- Monitor and follow up on open service tickets to ensure timely and satisfactory resolution.
- Collaborate with other team members and departments to coordinate effective problem-solving efforts.
- Provide regular updates to customers regarding the status of their service inquiries.
- Analyze patterns in customer issues to identify areas for process improvement.
- Assist in creating and updating troubleshooting guides and best practice documentation.
- Participate in ongoing training sessions to stay current with product and system updates.
- Contribute to team meetings to share insights and develop strategies for enhancing service quality.
- Maintain a high level of customer satisfaction by delivering personalized and empathetic support.
- Use feedback from customers to suggest new features or improvements to the product or service.
- Conduct proactive outreach to customers experiencing recurring issues to offer permanent solutions.
- Assist in the training and onboarding of new team members by sharing knowledge and best practices.
- Track and report on key performance indicators (KPIs) related to service resolution metrics.
- Adhere to company policies and procedures while handling customer information and complaints.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Participate in ad hoc projects and assignments as required by management.

- Strong communication skills, both written and verbal
- Effective problem-solving abilities
- High level of empathy and patience
- Proactive and solution-oriented mindset
- Ability to work well in a team
- Organizational skills and attention to detail
- Ability to multitask and handle stress
- Adaptability to varying work shifts
- Competence in diagnosing technical issues
- Data analysis skills to identify trends
- Customer-focused attitude
- Commitment to continuous learning and improvement
- Strong time management skills
- High degree of reliability and responsibility
- Dedication to maintaining confidentiality and data security
- Capability to use CRM systems proficiently
- Technological proficiency, especially with Microsoft Office Suite
- Experience in providing technical assistance and support
- Ability to create and maintain technical documentation and guides

- Competitive salary based on experience and qualifications
- Comprehensive health, dental, and vision insurance
- Company-sponsored life and disability insurance
- Generous paid time off (PTO) and holiday schedule
- Retirement savings plan with company match
- Employee wellness programs
- Flexible work schedule options
- Remote work opportunities
- Ongoing professional development and training
- Tuition reimbursement program
- Opportunity for career advancement within the company
- Employee assistance programs (EAP)
- Access to company-sponsored events and social activities
- Employee discounts on company products and services
- Supportive and collaborative work environment
- Recognition and rewards for outstanding performance
- Paid parental leave
- Commuter benefits program
- Subsidized childcare assistance options
- Onsite fitness facilities or gym membership discounts