Technical Customer Support Analyst

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Technical Customer Support Analyst provides essential assistance and problem-solving solutions to customers experiencing technical issues with a company's products or services. They serve as the first line of support, diagnosing hardware and software problems, troubleshooting issues, and guiding users through step-by-step solutions. This role requires exceptional communication skills, technical proficiency, and the ability to understand and translate complex technical information into easy-to-follow guidance. Technical Customer Support Analysts play a critical role in ensuring customer satisfaction by resolving technical challenges efficiently and effectively.

- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Minimum of 2 years of experience in technical support or a customer support role
- Strong understanding of computer systems, networks, and software applications
- Proficiency in troubleshooting hardware and software issues
- Excellent communication skills, both written and verbal
- Strong problem-solving and analytical skills
- Ability to interpret technical information and convey it to non-technical users
- Experience with ticketing systems and customer support tools such as Zendesk or Freshdesk
- Familiarity with remote support tools and techniques
- Knowledge of basic scripting or command-line usage (Windows, Mac, or Linux)
- Ability to work independently and within a team environment
- Exceptional organizational and time-management skills
- Ability to handle multiple tasks and prioritize effectively
- Comfort with providing support via phone, email, and live chat
- High level of patience, empathy, and professionalism
- Willingness to work flexible hours, including weekends or evenings
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus
- Familiarity with CRM software and customer engagement platforms is desirable
- Ability to quickly learn new technologies and adapt to changing environments
- Prior experience in a customer-facing role or IT helpdesk is preferred

- Respond to customer inquiries via phone, email, and live chat
- Diagnose and troubleshoot technical issues with software and hardware
- Provide step-by-step guidance to customers in resolving technical problems
- Escalate complex issues to higher-level technical support or engineering teams
- Document and track customer issues and resolutions in a ticketing system
- Collaborate with other support team members to share knowledge and best practices
- Assist customers with account setup, configuration, and maintenance
- Monitor system performance and alert customers to any service outages or disruptions
- Test and replicate reported issues to better understand and resolve them
- Create and update support documentation, FAQs, and knowledge base articles
- Conduct remote sessions with customers to identify and fix technical issues
- Follow up with customers to ensure that their issues have been resolved satisfactorily
- Participate in training sessions to stay updated on product features and technical skills
- Provide feedback to product development teams based on customer interactions
- Maintain a high level of customer satisfaction by providing timely and effective support

The ideal candidate for the Technical Customer Support Analyst role is a highly skilled professional with a bachelor's degree in Information Technology, Computer Science, or a related field, coupled with at least two years of experience in technical or customer support roles. They possess a robust understanding of computer systems, networks, and software applications, and demonstrate proficiency in troubleshooting both hardware and software issues. Their exceptional communication skills, both written and verbal, are complemented by strong problem-solving and analytical abilities, enabling them to effectively convey technical information to non-technical users. Experience with ticketing systems such as Zendesk or Freshdesk, as well as familiarity with remote support tools and basic scripting or command-line usage across different operating systems, underlines their technical expertise. They are organized, able to handle multiple tasks and prioritize effectively, and comfortable providing support via various channels. This candidate exudes patience, empathy, and professionalism, maintaining a high level of customer satisfaction through timely and effective support. A proactive problem-solver, they are quick to learn and adapt to new technologies and processes. Their detail-oriented nature, coupled with a customer-centric mindset and unwavering enthusiasm for helping others, ensures they are resourceful both independently and collaboratively within a team environment. Additionally, they possess a positive attitude, are resilient under pressure, and are willing to work flexible hours, including weekends or evenings. Certifications such as CompTIA A+, Network+, or MCP, and familiarity with CRM software are advantageous. Above all, they are motivated by challenges, committed to continuous learning, and driven to enhance customer experiences through dependable, responsible service.

- Respond to customer inquiries via phone, email, and live chat
- Diagnose and troubleshoot technical issues with software and hardware
- Provide step-by-step guidance to customers in resolving technical problems
- Escalate complex issues to higher-level technical support or engineering teams
- Document and track customer issues and resolutions in a ticketing system
- Collaborate with other support team members to share knowledge and best practices
- Assist customers with account setup, configuration, and maintenance
- Monitor system performance and alert customers to any service outages or disruptions
- Test and replicate reported issues to better understand and resolve them
- Create and update support documentation, FAQs, and knowledge base articles
- Conduct remote sessions with customers to identify and fix technical issues
- Follow up with customers to ensure that their issues have been resolved satisfactorily
- Participate in training sessions to stay updated on product features and technical skills
- Provide feedback to product development teams based on customer interactions
- Maintain a high level of customer satisfaction by providing timely and effective support

- Excellent communicator with strong interpersonal skills
- Customer-centric mindset with a focus on providing high-quality support
- Proactive problem-solver with a keen analytical mind
- High level of patience and empathy for customer issues
- Detail-oriented with a meticulous approach to troubleshooting
- Quick learner adaptable to new technologies and processes
- Strong organizational and time-management capabilities
- Resourceful and able to work independently or as part of a team
- Willingness to engage in continuous learning and improvement
- Resilient and able to handle stressful situations calmly
- Technologically savvy with a strong grasp of IT concepts
- Positive attitude and professional demeanor
- Motivated by challenges and committed to finding solutions
- Dependable with a strong sense of responsibility and accountability
- Enthusiastic about helping others and enhancing customer experiences

- Competitive salary range: $50,000 - $70,000 per year
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (PTO) and holidays
- Flexible work hours and remote work options
- Career development and advancement opportunities
- Access to continuing education and certification programs
- Employee wellness programs and resources
- Monthly internet and phone stipend
- Performance-based bonuses and incentives
- Company-sponsored training sessions and workshops
- Employee recognition and rewards programs
- Inclusive and diverse work environment
- Subsidized gym membership or wellness benefits
- Team-building activities and company events