Technical Support Specialist

Vintti is a cutting-edge staffing agency revolutionizing the way US companies build their teams. Leveraging advanced technology and embracing the power of remote work, we connect SMBs, startups, and firms across the United States with top-tier talent from Latin America. Our platform seamlessly integrates professionals into US business ecosystems, regardless of physical borders. Vintti operates on the principle of a borderless future of work, where skills and expertise trump geographical constraints.

A Technical Support Specialist is responsible for providing technical assistance and troubleshooting to resolve hardware and software issues for clients or internal stakeholders. They diagnose problems, offer solutions, and guide users through step-by-step processes to ensure smooth and effective technical operations. Additionally, they document issues, maintain detailed logs, and collaborate with other IT professionals to enhance system performance and user satisfaction. The role often involves remote or on-site support and requires a strong understanding of various technologies, excellent communication skills, and a customer service-oriented mindset.

- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- Proven experience in a technical support role, preferably in a customer service environment
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Proficiency with support ticketing systems and CRM software
- Knowledge of Windows, macOS, and Linux operating systems
- Familiarity with networking concepts and remote support tools
- Experience with software and hardware diagnostics
- Ability to work independently and as part of a team
- Strong organizational skills with the ability to manage multiple tasks simultaneously
- Customer-focused mindset with strong interpersonal skills
- Ability to work under pressure and handle challenging situations professionally
- Willingness to work flexible hours, including after-hours support when needed
- Continuous learning attitude and adaptability to new technologies
- Professional certifications like CompTIA A+, Network+, or any relevant IT certification are a plus.

- Troubleshoot and resolve technical issues via phone, email, and chat
- Document and maintain accurate records of customer interactions
- Monitor and respond to technical support tickets promptly
- Provide step-by-step solutions and guidance to customers
- Escalate complex issues to higher-level support or specialized teams
- Perform remote diagnostics and assist customers through solutions
- Communicate system downtimes and maintenance schedules to customers
- Collaborate with internal teams to resolve recurring technical issues
- Update and maintain knowledge base articles and support documentation
- Stay updated with product updates, features, and new technologies
- Assist in training and mentoring junior support staff
- Perform regular system and software testing for potential issues
- Conduct follow-ups with customers to ensure issue resolution satisfaction
- Gather customer feedback to improve support processes and product quality
- Participate in team meetings and contribute to process improvement ideas
- Manage and prioritize multiple troubleshooting tasks simultaneously
- Provide after-hours support coverage as needed
- Develop and maintain strong customer relationships through effective communication

The ideal candidate for the Technical Support Specialist role is a highly skilled professional with a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience. They possess a proven track record in technical support, preferably within a customer service-focused environment, demonstrating strong troubleshooting and problem-solving abilities paired with excellent verbal and written communication skills. Proficiency with support ticketing systems, CRM software, and knowledge of Windows, macOS, and Linux operating systems is essential, alongside familiarity with networking concepts and remote support tools. The ideal candidate has experience with software and hardware diagnostics, can work both independently and collaboratively, and is adept at managing multiple tasks simultaneously with strong organizational skills. They exhibit a customer-centric mindset, remaining calm and patient in stressful situations, and are proactive in identifying and resolving issues. This individual is adaptable to changing technologies, possesses a continuous learning attitude, and is eager to mentor junior staff. With strong analytical skills, attention to detail, and the ability to make quick decisions, they effectively contribute to team meetings and process improvements. Professional certifications like CompTIA A+, Network+, or any relevant IT certification are considered a plus. They are dependable, with a positive attitude, excellent time management skills, and a professional demeanor, ready to provide after-hours support as needed, while consistently delivering outstanding customer service through effective communication and empathy.

- Troubleshoot and resolve customer issues via phone, email, and chat
- Document customer interactions and maintain accurate records in the support system
- Monitor and respond to technical support tickets in a timely manner
- Provide guidance and steps for customers to solve technical problems
- Escalate complex issues to higher-level support or specialized team members when necessary
- Perform remote diagnostics and guide users through step-by-step solutions
- Communicate system downtimes and maintenance schedules to customers
- Collaborate with internal teams to investigate and address recurring issues
- Update and maintain knowledge base articles and support documentation
- Stay up-to-date with product updates, features, and new technologies
- Assist in training and mentoring junior support staff
- Perform regular system and software testing to identify potential issues
- Conduct follow-ups with customers to ensure resolution satisfaction
- Gather customer feedback to improve support processes and product quality
- Participate in team meetings and contribute ideas for process improvements
- Manage and prioritize multiple troubleshooting tasks simultaneously
- Provide after-hours support coverage as needed
- Develop and maintain strong customer relationships through effective communication and problem-solving skills.

- Strong analytical and problem-solving abilities
- Excellent verbal and written communication skills
- High attention to detail and accuracy
- Ability to remain calm and patient in stressful situations
- Proactive approach to identifying and resolving issues
- Customer-centric mindset with a focus on delivering outstanding service
- Adaptability to changing technologies and customer needs
- Dependable and reliable performance
- Demonstrated teamwork and collaboration skills
- Eagerness to learn and continuously improve
- Capacity for quick decision-making and initiative
- Empathy and strong interpersonal skills
- Technical aptitude and enthusiasm for technology
- Time management skills and ability to multitask effectively
- Professional demeanor and positive attitude.

- Competitive salary range based on experience
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with employer matching
- Paid time off (PTO) and sick leave
- Flexible work hours and remote work options
- Employee wellness programs
- Professional development and ongoing training opportunities
- Tuition reimbursement for relevant courses and certifications
- Performance-based bonuses and incentives
- Collaborative and inclusive work environment
- Opportunities for career advancement and growth
- Life and disability insurance
- Employee assistance programs
- Regular team-building activities and company events
- Ergonomic workstations and modern office facilities
- Technology equipment and software provided
- Commuter benefits and parking subsidies
- Employee discounts on company products and services
- Paid parental leave
- Volunteer and community engagement opportunities