Virtual Client Support Specialist

Vintti is a staffing agency with a unique mission: to create win-win scenarios for both US businesses and Latin American professionals. We address the challenges faced by SMBs, startups, and firms in finding the right talent, as well as the aspirations of skilled Latin American workers seeking international opportunities. By bridging this gap, Vintti enables US companies to access a wealth of untapped talent, while providing Latin American professionals with pathways to expand their careers on a global scale. Our approach cultivates a symbiotic ecosystem that benefits all parties involved.

A Virtual Client Support Specialist is a multifaceted professional responsible for providing exceptional online assistance to clients, ensuring their queries and issues are resolved efficiently and effectively. This role involves a blend of customer service, technical support, and account management, operating in a remote environment. The specialist utilizes various communication channels such as email, chat, and video calls to interact with clients, delivering high-quality support tailored to individual needs. Their expertise helps enhance customer satisfaction, fosters strong client relationships, and promotes brand loyalty, all while working remotely to offer flexibility and accessibility.

- Bachelor's degree in Business, Communications, IT, or related field, or equivalent experience
- Proven experience in client support or customer service roles
- Strong technical aptitude and ability to troubleshoot software and technical issues
- Excellent verbal and written communication skills
- Proficiency with CRM systems and support ticketing tools
- Ability to multitask and manage time effectively in a fast-paced environment
- Strong problem-solving skills and attention to detail
- Experience with virtual meeting software (e.g., Zoom, Microsoft Teams)
- Availability to work flexible hours, including evenings and weekends
- Ability to work independently and as part of a team
- Customer-focused mindset with a commitment to providing excellent service
- Strong organizational skills and ability to prioritize tasks
- Experience with data analysis and generating reports
- Knowledge of billing processes and handling invoice queries
- Familiarity with sales and marketing principles
- Ability to identify and act on upsell or cross-sell opportunities
- Experience coordinating with internal teams to drive improvements
- High proficiency in using email, chat, and phone communication tools
- Ability to handle sensitive information and maintain confidentiality
- Strong interpersonal skills and a professional demeanor

- Respond to client inquiries via email, chat, and phone
- Troubleshoot technical issues with clients' accounts or services
- Provide step-by-step guidance and tutorials for using company products
- Escalate complex issues to higher-level support or relevant departments
- Update client records and document all interactions in the CRM system
- Conduct follow-up communications to ensure client issues are resolved
- Assist clients with account setup, updates, and cancellations
- Generate and interpret client reports, making data-driven recommendations
- Coordinate with internal teams to improve client experience
- Participate in training sessions to stay updated on product changes and enhancements
- Handle billing and invoice queries
- Monitor and manage support ticket queue to ensure timely responses
- Collect and document client feedback for continuous improvement
- Provide support in multiple time zones as required by client needs
- Manage and schedule appointments or meetings with clients
- Facilitate virtual meetings and guide clients through remote troubleshooting sessions
- Identify upsell or cross-sell opportunities based on client needs
- Collaborate with sales and marketing teams to improve client outreach strategies
- Perform administrative tasks such as updating FAQs and support documentation

The ideal candidate for the role of Virtual Client Support Specialist is someone with a Bachelor's degree in Business, Communications, IT, or a related field, or equivalent experience, who brings a proven track record in client support or customer service. This individual possesses strong technical aptitude with the ability to troubleshoot software and technical issues efficiently, complemented by excellent verbal and written communication skills. Proficiency with CRM systems and support ticketing tools, coupled with experience using virtual meeting software like Zoom or Microsoft Teams, is essential. The ideal candidate demonstrates exceptional multitasking and time-management skills in fast-paced environments, with strong problem-solving capabilities and keen attention to detail. They are customer-focused and driven to provide excellent service, maintaining high organizational standards and the ability to prioritize tasks effectively. The candidate’s availability includes flexible hours, including evenings and weekends, ensuring seamless support across multiple time zones. Their background in data analysis, report generation, billing processes, and handling invoice queries enhances their capability to address a full spectrum of client needs. Familiarity with sales and marketing principles, along with the ability to identify and act on upsell or cross-sell opportunities, further distinguishes them. Personal attributes such as strong empathy, patience, a proactive approach to problem-solving, adaptability, high accountability, and being a collaborative team player with exceptional interpersonal skills are crucial. The candidate exhibits a positive and professional attitude, critical and analytical thinking, and a commitment to excellence, shown through high energy and enthusiasm for helping clients. With excellent listening skills, a results-driven mindset, and a passion for continuous learning and self-improvement, this individual stands out as a dedicated and resilient support specialist capable of handling multiple tasks simultaneously while ensuring the highest standards of client satisfaction.

- Respond to client inquiries via email, chat, and phone
- Troubleshoot technical issues with clients' accounts or services
- Provide step-by-step guidance and tutorials for using company products
- Escalate complex issues to higher-level support or relevant departments
- Update client records and document all interactions in the CRM system
- Conduct follow-up communications to ensure client issues are resolved
- Assist clients with account setup, updates, and cancellations
- Generate and interpret client reports, making data-driven recommendations
- Coordinate with internal teams to improve client experience
- Participate in training sessions to stay updated on product changes and enhancements
- Handle billing and invoice queries
- Monitor and manage support ticket queue to ensure timely responses
- Collect and document client feedback for continuous improvement
- Provide support in multiple time zones as required by client needs
- Manage and schedule appointments or meetings with clients
- Facilitate virtual meetings and guide clients through remote troubleshooting sessions
- Identify upsell or cross-sell opportunities based on client needs
- Collaborate with sales and marketing teams to improve client outreach strategies
- Perform administrative tasks such as updating FAQs and support documentation

- Strong empathy and understanding of client needs
- Patience and calm demeanor under pressure
- Proactive approach to problem-solving
- Adaptability to changing environments and client demands
- High level of accountability and reliability
- Team player with a collaborative mindset
- Strong attention to detail
- Excellent time-management skills
- High level of integrity and ethical standards
- Passion for continuous learning and self-improvement
- Results-driven attitude
- High emotional intelligence
- Positive and professional attitude
- Ability to think critically and analytically
- Excellent listening skills
- Customer-centric mindset
- Creative and innovative thinking
- Commitment to quality and excellence
- High energy and enthusiasm for helping clients
- Strong resilience and ability to handle multiple tasks simultaneously

- Competitive salary
- Comprehensive health insurance (medical, dental, and vision)
- Flexible working hours
- Opportunity to work remotely
- Paid time off (vacation, sick days, and holidays)
- Professional development and training programs
- Career advancement opportunities
- Retirement savings plan with company match
- Employee wellness programs
- Monthly internet and phone allowance
- Employee assistance program
- Performance bonuses and incentives
- Collaborative and inclusive work environment
- Access to company events and meetings
- Ergonomic workstation setups
- Technology stipend for home office equipment
- Company-sponsored certifications and courses
- Recognition and rewards programs
- Paid parental leave
- Work-life balance initiatives
- Employee discounts on company products/services
- Mentorship and coaching programs