Technical Support Coordinator

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Technical Support Coordinator plays a critical role in ensuring the smooth functioning of technical support services within an organization. They act as a bridge between the technical support team and users, managing inquiries, troubleshooting issues, and coordinating responses to resolve technical problems efficiently. This role involves overseeing support ticket systems, prioritizing tasks, and ensuring that the team adheres to service level agreements (SLAs). The Technical Support Coordinator also collaborates with other departments to facilitate seamless communication and deliver exceptional support experiences, contributing to overall customer satisfaction and operational success.

- Bachelor's degree in Information Technology, Computer Science, or related field
- 2+ years of experience in technical support or related role
- Strong understanding of hardware and software troubleshooting
- Proficient in remote desktop applications and help desk software
- Excellent problem-solving and analytical skills
- Strong verbal and written communication skills
- Ability to multitask and manage multiple support tickets simultaneously
- Familiarity with various operating systems (Windows, macOS, Linux)
- Strong customer service orientation
- Ability to work independently and in a team environment
- Strong organizational and time-management skills
- Ability to document technical issues clearly and concisely
- Experience in creating and maintaining knowledge base articles
- Capacity to train and mentor junior team members
- Flexibility to work in shifts, including weekends and holidays if necessary
- Familiarity with network configurations and protocols
- Basic understanding of cybersecurity practices
- Patience and ability to manage stressful situations
- Ability to gather and analyze customer feedback for process improvements
- Commitment to continuous learning and professional development

- Respond to customer inquiries via phone, email, and chat
- Diagnose and troubleshoot hardware and software issues
- Assist with setup and configuration of systems
- Escalate complex issues to advanced support teams
- Maintain and update knowledge base articles
- Coordinate cross-departmental issue resolutions
- Monitor and track support tickets
- Provide training for junior team members
- Perform system checks and maintenance
- Document interactions and resolutions
- Follow up on unresolved issues
- Manage support tools and resources inventory
- Conduct remote troubleshooting sessions
- Submit daily, weekly, and monthly reports
- Participate in team discussions on technical challenges
- Gather customer feedback for process improvement
- Implement standard operating procedures
- Test and verify issue resolutions
- Assist with software updates and patches deployment
- Provide input on support policies and practices

The ideal candidate for the role of Technical Support Coordinator is a highly skilled and experienced professional with a Bachelor's degree in Information Technology, Computer Science, or a related field, and at least two years of hands-on experience in technical support or a similar role. They possess a strong understanding of hardware and software troubleshooting, are proficient in remote desktop applications and help desk software, and have demonstrated expertise in various operating systems including Windows, macOS, and Linux. This candidate excels in both verbal and written communication, with the ability to document technical issues and resolutions clearly and concisely. They are highly organized, capable of managing multiple support tickets simultaneously, and exhibit strong time-management skills. Their customer service orientation and high level of patience and empathy enable them to handle stressful situations effectively while maintaining a positive, professional demeanor. The ideal candidate is proactive, resourceful, and adaptable, demonstrating a commitment to continuous learning and improvement. They have strong leadership qualities, with the capacity to train and mentor junior team members, and they play a collaborative role in cross-departmental issue resolutions. Familiarity with network configurations, protocols, and basic cybersecurity practices, along with the ability to gather and analyze customer feedback for process improvements, further sets them apart. Their ability to multitask in a fast-paced, dynamic work environment, combined with a strong work ethic, dependability, and exceptional interpersonal skills, makes them the perfect fit for this role. Flexibility to work shifts, including weekends and holidays if required, and a commitment to delivering exceptional service round out their profile as an ideal candidate.

- Respond to technical support inquiries via phone, email, and chat
- Diagnose and troubleshoot hardware and software issues
- Assist customers with setup and configuration of hardware and software
- Escalate complex technical issues to higher-level support teams when necessary
- Maintain and update knowledge base articles for common technical problems
- Coordinate with other departments to resolve customer issues efficiently
- Monitor and track support tickets to ensure timely resolution
- Provide training and guidance to less experienced team members
- Perform regular system checks and maintenance tasks
- Document customer interactions and technical issues resolutions
- Follow up with customers to ensure their technical issues are fully resolved
- Manage inventory of technical support tools and resources
- Conduct remote troubleshooting sessions to resolve customer issues
- Create and submit daily, weekly, and monthly support reports
- Participate in team meetings to discuss ongoing technical challenges and solutions
- Gather customer feedback to identify areas for improvement in support processes
- Implement and follow standard operating procedures for technical support
- Test and verify fixes to ensure the resolution of technical problems
- Assist in the deployment of software updates and patches
- Provide input on technical support policies and best practices

- Strong analytical and problem-solving abilities
- Excellent communication skills, both verbal and written
- High level of patience and empathy in stressful situations
- Ability to work both independently and collaboratively
- Strong organizational and time-management skills
- High attention to detail and accuracy
- Customer-oriented mindset with a focus on delivering exceptional service
- Technical aptitude and willingness to learn new technologies
- Proactive and resourceful in addressing and resolving issues
- Ability to multitask and handle multiple support tickets effectively
- Adaptability to fast-paced and dynamic work environments
- Leadership qualities to train and mentor junior team members
- Positive attitude and professional demeanor
- Commitment to continuous learning and improvement
- Strong interpersonal skills and ability to build rapport with customers
- Dependability and strong work ethic
- Ability to think critically and adapt quickly to new challenges
- Strong organizational skills to manage tools and resources efficiently
- Flexibility to work shifts, including weekends and holidays if required
- Team player with a collaborative approach to resolving technical issues

- Competitive salary range
- Health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work schedule
- Opportunities for remote work
- Professional development and training programs
- Career advancement opportunities
- Employee assistance programs (EAP)
- Fitness and wellness programs
- Tuition reimbursement for relevant courses
- Discounts on company products and services
- Collaborative and inclusive work environment
- Annual performance bonuses
- Company-sponsored social events and activities
- Transportation and commuter benefits
- Access to the latest technology and tools
- Recognition and reward programs
- Supportive team culture with regular feedback and coaching