Virtual Email Support

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.

Virtual Email Support plays a crucial role in managing and resolving customer inquiries and issues through email communication. This role involves responding to queries, providing accurate information, and offering efficient solutions to ensure customer satisfaction. Virtual Email Support professionals must possess strong written communication skills, be adept at problem-solving, and have the ability to understand and address customer needs promptly. By maintaining a high standard of correspondence, they help build trust and loyalty, making them an essential part of the customer support and service ecosystem.

- High school diploma or equivalent; Associate’s or Bachelor’s degree preferred
- Proven experience in customer support or email support roles
- Exceptional written communication skills with keen attention to detail
- Strong problem-solving skills and the ability to think critically
- Proficiency in using email clients and customer support software
- Ability to manage time effectively and prioritize tasks
- Strong organizational skills and attention to detail
- Ability to maintain a professional and courteous tone in all communications
- Fast and accurate typing skills
- Competence in using internal knowledge bases and resources
- Ability to handle multiple email threads simultaneously
- Familiarity with common customer support metrics and KPIs
- Experience with CRM systems and ticketing software is a plus
- Ability to work independently and as part of a team
- Flexibility to adapt to changes in processes and workload
- Capacity to stay calm and patient under pressure
- Genuine interest in helping customers and resolving their issues
- Capability to handle confidential information with discretion
- Willingness to participate in ongoing training and development sessions

- Monitor and manage incoming customer emails
- Respond to customer inquiries promptly and accurately
- Provide detailed and clear information to customers
- Identify and escalate complex or urgent issues
- Follow up on unresolved customer issues
- Maintain a courteous and professional tone in communications
- Update customer records with accurate information
- Collaborate with team members and departments
- Track and report common customer issues
- Stay updated on company policies and products
- Use internal resources to provide accurate responses
- Adhere to email support guidelines and protocols
- Achieve performance metrics and targets
- Participate in training and development sessions
- Contribute to process improvement initiatives

The ideal candidate for the Virtual Email Support role is a highly detail-oriented and organized individual with exceptional written communication skills and a proven background in customer support. They exhibit a strong ability to empathize with customers, displaying patience and professionalism in all interactions. This candidate is adept at proactive problem-solving and critical thinking, enabling them to address complex issues effectively and efficiently. They possess robust technological proficiency, particularly in using email clients, CRM systems, and other customer support software. A high level of discretion and confidentiality is second nature to them, ensuring sensitive information is handled appropriately. The perfect candidate demonstrates efficient time management and multitasking abilities, allowing them to juggle multiple email threads and tasks simultaneously. They are a team player with a collaborative spirit, yet can work independently with minimal supervision. Flexibility and adaptability to change, coupled with a continuous learning attitude, underline their approach to personal and professional development. Driven by a genuine desire to help customers, they handle the pressures of a dynamic work environment with reliability, consistency, and enthusiasm.

- Monitor and manage incoming emails in a timely and efficient manner
- Respond to customer inquiries and issues via email with professionalism and accuracy
- Provide detailed and clear information in response to customer questions
- Identify and escalate complex or urgent issues to the appropriate team or supervisor
- Follow up on unresolved issues to ensure customer satisfaction
- Maintain a consistent and courteous tone in all email communications
- Update customer records with accurate and detailed information following each interaction
- Collaborate with other team members and departments to resolve customer problems
- Track and report on common customer issues to help improve service and product offerings
- Stay updated on company policies, product lines, and any service changes
- Use internal knowledge bases and resources to provide accurate and helpful responses
- Adhere to established email support guidelines and protocols
- Achieve individual and team performance metrics and targets
- Participate in regular training and development sessions to enhance skills and knowledge
- Contribute to process improvement initiatives within the email support team

- Strong written communication skills
- Attention to detail
- Empathy and patience
- Proactive problem-solving ability
- High level of organization
- Efficient time management
- Ability to work under pressure
- Critical thinking skills
- Professional and courteous demeanor
- Tech-savvy with proficiency in relevant software
- Adaptive and flexible mindset
- Team collaboration skills
- Customer-centric approach
- High level of discretion and confidentiality
- Continuous learning attitude
- Reliable and responsible work ethic
- Fast and accurate typing
- Dependability and consistency
- Strong multitasking ability
- Enthusiastic about helping others

- Competitive salary range commensurate with experience
- Comprehensive health, dental, and vision insurance
- Paid time off (PTO) and holidays
- Flexible work hours and remote working options
- Retirement savings plan with company match
- Professional development opportunities and training programs
- Performance-based bonuses and incentives
- Employee assistance program (EAP) for mental health support
- Monthly internet and phone allowance
- Wellness programs and fitness reimbursements
- Opportunities for career advancement and growth
- Company-sponsored events and team-building activities
- Recognition and rewards programs
- Access to cutting-edge tools and technologies
- Supportive and collaborative team environment