Technical Customer Support Lead

Vintti is a staffing agency that leverages the geographical advantage of Latin America to benefit US businesses. We connect companies with professionals who work in time zones closely aligned with or identical to US hours, ensuring seamless communication and collaboration. This synchronicity allows for real-time interaction, enhancing productivity and eliminating the delays often associated with offshore staffing.

The Technical Customer Support Lead is responsible for overseeing a team of technical support specialists dedicated to resolving customer issues efficiently and effectively. This role involves coordinating troubleshooting efforts, ensuring high service standards, and liaising between the support team and other departments to facilitate smooth operations. The Technical Customer Support Lead proactively identifies areas for improvement, develops training programs, and implements best practices to enhance the customer experience. Strong leadership, analytical skills, and deep technical knowledge are crucial for success in this role, which serves as a pivotal point in maintaining customer satisfaction and operational excellence.

- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
- 5+ years of experience in technical customer support or a similar role
- 2+ years of experience in a leadership or supervisory role within a technical support environment
- Strong understanding of technical troubleshooting processes and methodologies
- Proficiency with support tools and software (e.g., ticketing systems, CRM, remote support tools)
- Excellent verbal and written communication skills
- Proven ability to lead, mentor, and develop a high-performing team
- Strong organizational and multitasking skills
- Ability to manage and prioritize multiple tasks and projects effectively
- Demonstrated experience in creating and maintaining technical documentation
- Familiarity with KPIs and metrics in a support environment
- Experience with escalation procedures and handling complex technical issues
- Ability to work collaboratively across departments and effectively relay information between teams
- Strong customer-service orientation and ability to maintain high levels of customer satisfaction
- Experience with training program development and execution
- Knowledge of industry trends, product developments, and competitor offerings
- Ability to foster a positive and inclusive team environment
- Proficiency with basic networking concepts, operating systems, and software applications
- Strong analytical and problem-solving skills
- Ability to stay calm under pressure and handle challenging customer interactions professionally
- Adept at recommending and evaluating support tools and systems for improvements

- Provide technical support and troubleshooting assistance via phone, email, or chat to resolve customer issues
- Lead, mentor, and guide a team of technical support specialists to ensure they deliver high-quality service
- Monitor and respond to customer inquiries quickly and efficiently
- Analyze and diagnose technical problems by gathering detailed information
- Collaborate with product development teams to relay customer feedback and suggest product improvements
- Create, update, and maintain technical documentation and knowledge base articles
- Train new team members on support protocols, customer-service skills, and technical product knowledge
- Conduct regular performance reviews with team members
- Escalate complex technical issues to higher-level support or engineering teams when necessary
- Monitor support metrics and KPIs to identify trends and areas for improvement
- Develop and implement strategies to improve overall team efficiency and customer service processes
- Coordinate with other departments to address customer concerns holistically
- Attend and contribute to meetings focused on product updates, support processes, and team performance
- Stay up-to-date with the latest industry trends, product updates, and competitor offerings
- Manage and prioritize your own support ticket queue
- Ensure that SLAs (Service Level Agreements) are met consistently for response and resolution times
- Assist in the development and execution of customer support training programs and materials
- Foster a positive, collaborative, and inclusive team environment
- Evaluate current support tools and systems, recommending enhancements or new tools

The ideal candidate for the Technical Customer Support Lead role is a seasoned professional with over five years of experience in technical customer support, including two years in a leadership position. They possess a strong educational background in computer science or a related field, coupled with a deep understanding of technical troubleshooting processes and methodologies. Proficiency with support tools, ticketing systems, CRMs, and remote support software is essential. The candidate excels in both verbal and written communication, and has a proven track record of mentoring and developing high-performing teams. Their robust organizational skills enable them to manage multiple tasks and projects efficiently, while their keen analytical abilities help diagnose technical problems. They are adept at creating and maintaining technical documentation, and have a solid grasp of KPIs and metrics in a support environment. The ideal candidate is customer-focused, exuding empathy and maintaining high levels of customer satisfaction even under pressure. They demonstrate strong leadership, strategic thinking, and a proactive, innovative approach to problem-solving and process improvement. This individual thrives in collaborative environments, effectively liaising with cross-functional teams and relaying complex information. Additionally, they possess a high degree of adaptability, resilience, and a positive attitude, ensuring not only their own success but also the success and cohesion of their team.

- Provide technical support and troubleshooting assistance via phone, email, or chat to resolve customer issues
- Lead, mentor, and guide a team of technical support specialists to ensure they deliver high-quality service
- Monitor and respond to customer inquiries quickly and efficiently, maintaining high levels of customer satisfaction
- Analyze and diagnose technical problems by gathering detailed information and using available tools and resources
- Collaborate with product development teams to relay customer feedback and suggest product improvements
- Create, update, and maintain technical documentation and knowledge base articles for common issues and solutions
- Train new team members on support protocols, customer-service skills, and technical product knowledge
- Conduct regular performance reviews with team members, providing constructive feedback and setting development goals
- Escalate complex technical issues to higher-level support or engineering teams when necessary
- Monitor support metrics and KPIs to identify trends and areas for improvement
- Develop and implement strategies to improve overall team efficiency and customer service processes
- Coordinate with other departments, such as sales or account management, to address customer concerns holistically
- Attend and contribute to meetings focused on product updates, support processes, and team performance
- Stay up-to-date with the latest industry trends, product updates, and competitor offerings to better assist customers
- Manage and prioritize your own support ticket queue while overseeing the overall team’s workload distribution
- Ensure that SLAs (Service Level Agreements) are met consistently for response and resolution times
- Assist in the development and execution of customer support training programs and materials
- Foster a positive, collaborative, and inclusive team environment through regular team-building activities and open communication
- Evaluate current support tools and systems, recommending enhancements or new tools to improve efficiency

- Strong leadership and team-building skills
- Excellent communication and interpersonal abilities
- Highly analytical and detail-oriented
- Proactive problem-solver with a customer-first mindset
- High degree of technical aptitude and quick learner
- Adaptable to changing situations and demanding environments
- Empathetic towards customers and team members
- Strategic thinker with a focus on continuous improvement
- Conflict resolution skills and ability to manage difficult conversations
- Highly organized with superior time management abilities
- Strong sense of accountability and reliability
- Positive attitude and resilience under pressure
- Trustworthy and able to maintain confidentiality
- Collaborative and able to work effectively with cross-functional teams
- Motivated by challenges and driven to achieve goals
- Innovative mindset with the ability to think outside the box
- Strong work ethic with a commitment to excellence
- Self-motivated with a high degree of initiative
- Ability to inspire and motivate team members
- Customer-focused with a dedication to quality service

- Competitive salary range ($70,000 - $90,000 annually)
- Comprehensive health, dental, and vision insurance
- Health savings account (HSA) and flexible spending account (FSA) options
- 401(k) retirement plan with company match
- Paid time off (PTO) and holidays
- Paid parental leave
- Employee assistance program (EAP)
- Professional development and training opportunities
- Tuition reimbursement program
- Access to industry conferences and seminars
- Flexible work schedule options
- Remote work opportunities
- Company-sponsored wellness programs
- On-site gym or fitness benefits (locations permitting)
- Commuter benefits and transit subsidies
- Employee discount programs
- Regular team-building and social events
- Recognition and rewards programs
- Opportunity for career advancement and internal promotions
- Inclusive and diverse work environment
- Generous employee referral bonus program