Support Specialist

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Support Specialist plays a crucial role in ensuring the smooth operation of an organization's technical and customer service functions. This position involves troubleshooting and resolving issues, providing assistance and guidance to users, and maintaining a high level of customer satisfaction. Support Specialists often communicate via phone, email, or chat to help customers with their inquiries and technical problems. With a deep understanding of the company's products and services, these professionals serve as a bridge between the user and the technical team, contributing significantly to the overall service experience and operational efficiency.

- High school diploma or equivalent; higher education preferred
- Proven experience in a customer support role, preferably in a technical or software environment
- Strong understanding of computer systems, mobile devices, and other tech products
- Exceptional verbal and written communication skills
- Proficiency in using support ticketing systems, CRM software, and remote support tools
- Ability to diagnose and resolve basic technical issues
- Strong problem-solving skills and attention to detail
- Patience and the ability to handle stressful situations calmly and effectively
- Excellent time-management skills and ability to prioritize multiple tasks
- Experience with creating and maintaining support documentation and knowledge base articles
- Empathy and a strong customer-centric approach
- Ability to work independently and collaboratively in a team environment
- Flexibility to adapt to changing priorities and handle various customer needs
- Strong analytical skills for identifying customer issues and trends
- Basic understanding of software development and bug tracking
- Ability to conduct system testing and provide detailed feedback
- Willingness to stay updated with new product releases and industry trends
- Reliable internet connection and suitable work environment if remote work is required
- Familiarity with industry-specific software or tools (e.g., Salesforce, Zendesk) is a plus
- Certification in customer service or technical support is advantageous
- Availability to work flexible hours, including weekends and holidays if required

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Troubleshoot and resolve technical issues reported by customers
- Document and track customer interactions, issues, and resolutions in the support ticketing system
- Escalate complex issues to higher-level support teams or relevant departments for resolution
- Monitor and manage support tickets to ensure timely follow-up and closure
- Provide product information, support, and training to customers as needed
- Collaborate with other team members to identify and address recurring customer issues and patterns
- Assist in the creation and maintenance of support documentation and knowledge base articles
- Report product bugs and feature requests from customers to the development team
- Participate in regular team meetings to review and discuss support metrics, team goals, and ongoing projects
- Conduct follow-up calls or emails to ensure customer satisfaction after problem resolution
- Contribute to the development and improvement of support processes and procedures
- Perform system testing and provide feedback to the product development team when necessary
- Stay updated with product changes, industry trends, and best practices in customer support
- Handle customer complaints and escalations with professionalism and empathy
- Assist with onboarding and training new support team members

The ideal candidate for the Support Specialist role is a highly communicative and empathetic professional with proven experience in customer support, particularly within technical or software environments. They possess a strong understanding of computer systems, mobile devices, and tech products, paired with exceptional verbal and written communication skills. Proficient in using support ticketing systems, CRM software, and remote support tools, they demonstrate an ability to diagnose and resolve technical issues efficiently. The candidate excels in problem-solving and exhibits meticulous attention to detail, handling stressful situations calmly and effectively. Their exemplary time-management skills enable them to prioritize multiple tasks and ensure timely follow-up and closure of support tickets. They are adept at creating and maintaining support documentation and knowledge base articles, showing a customer-centric mindset that ensures satisfaction through every interaction. Tech-savvy and quick to adapt to changing priorities, they work well both independently and as part of a team. With strong analytical skills, they can identify recurring issues and provide comprehensive feedback for product development. Their dedication to staying updated with the latest industry trends and products, combined with a proactive and positive attitude, sets them apart as a reliable and indispensable member of the support team. Flexible and dependable, they are open to working varied hours, including weekends and holidays if necessary, ensuring continuous support availability.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Troubleshoot and resolve technical issues reported by customers
- Document and track customer interactions, issues, and resolutions in the support ticketing system
- Escalate complex issues to higher-level support teams or relevant departments for resolution
- Monitor and manage support tickets to ensure timely follow-up and closure
- Provide product information, support, and training to customers as needed
- Collaborate with other team members to identify and address recurring customer issues and patterns
- Assist in the creation and maintenance of support documentation and knowledge base articles
- Report product bugs and feature requests from customers to the development team
- Participate in regular team meetings to review and discuss support metrics, team goals, and ongoing projects
- Conduct follow-up calls or emails to ensure customer satisfaction after problem resolution
- Contribute to the development and improvement of support processes and procedures
- Perform system testing and provide feedback to the product development team when necessary
- Stay updated with product changes, industry trends, and best practices in customer support
- Handle customer complaints and escalations with professionalism and empathy
- Assist with onboarding and training new support team members

- Strong communication skills
- Excellent problem-solving abilities
- High level of empathy
- Patience
- Detail-oriented
- Tech-savvy
- Quick learner
- Customer-centric mindset
- Ability to work under pressure
- Team player
- Adaptability to change
- Strong organizational skills
- Analytical thinking
- Self-motivated
- Positive attitude
- Persistence
- Proactive approach
- Strong time-management skills
- Dependability
- Flexibility in work schedule

- Competitive salary range
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off (PTO) and holidays
- Flexible work schedule
- Opportunities for remote work or hybrid work arrangements
- Professional development and training programs
- Career advancement opportunities
- Reimbursement for certification and continued education
- Employee assistance program (EAP)
- Wellness programs and gym membership discounts
- Casual dress code
- Paid parental leave
- Employee referral program
- Company-sponsored events and team-building activities
- Discounted products and services
- Access to the latest technology and tools