Virtual Technical Support Specialist

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

A Virtual Technical Support Specialist is a professional responsible for providing remote assistance and troubleshooting to clients facing technical issues. They diagnose and resolve hardware, software, and network-related problems through various communication channels, such as email, chat, or video calls. These specialists also guide users through system setups, software installations, and security updates, ensuring seamless operation and user satisfaction. With strong problem-solving skills and technical expertise, they play a vital role in maintaining the efficiency and functionality of digital environments while delivering exceptional customer service.

- Bachelor’s degree in Computer Science, Information Technology, or a related field
- Proven experience as a Technical Support Specialist or similar support role
- Strong understanding of computer systems, networks, and software applications
- Proficiency in troubleshooting hardware, networking, and software issues
- Experience with remote desktop support tools and techniques
- Excellent communication skills, both written and verbal
- Ability to explain technical issues to users of varying technical expertise
- Familiarity with multiple operating systems (Windows, macOS, Linux)
- Knowledge of ticketing systems and customer relationship management (CRM) software
- Strong organizational skills and attention to detail
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Excellent problem-solving skills and analytical thinking
- Willingness to work flexible hours, including after-hours and on-call shifts
- Experience with system maintenance, updates, and patch management
- Ability to collaborate effectively with a remote team
- Certification in relevant IT fields (CompTIA, Microsoft, Cisco) is a plus
- Strong commitment to providing exceptional customer service
- High level of professionalism and diligence in all aspects of work
- Ability to stay current with emerging technologies and industry trends
- Experience with software licensing and inventory management
- Quick adaptability to new tools and technologies
- Strong customer follow-up skills to ensure issue resolutions
- Ability to assist with onboarding and training new employees
- Commitment to continuous improvement and development of support processes.

- Respond to customer inquiries via email, chat, and phone to resolve technical issues
- Diagnose and troubleshoot hardware and software issues on client systems
- Provide step-by-step technical support and guidance to users of varying technical ability
- Document and track customer issues, resolutions, and follow-ups in the support ticketing system
- Escalate complex issues to appropriate departments or senior technical staff when necessary
- Monitor and manage system alerts and notifications to ensure timely resolution
- Conduct remote desktop sessions to assist users with their technical problems
- Update and maintain knowledge base articles and support documentation
- Recommend hardware and software solutions based on client's technical needs
- Collaborate with team members to improve customer satisfaction and service efficiency
- Perform regular system updates, patches, and maintenance tasks as needed
- Participate in training sessions to stay current with new technologies and support tools
- Analyze user issues to identify common problems and develop preventive solutions
- Provide after-hours support as part of an on-call rotation schedule
- Assist with onboarding and training of new employees regarding technical systems and processes
- Maintain software licensing and inventory records
- Configure and deploy new hardware and software for clients
- Conduct follow-up calls with customers to ensure issues are fully resolved
- Gather feedback from customers to improve support processes and tools
- Maintain a high level of professionalism and customer service standards in all interactions

The ideal candidate for the Virtual Technical Support Specialist role is a highly skilled and experienced professional with a Bachelor's degree in Computer Science, Information Technology, or a related field, and a proven track record in technical support or similar roles. They possess an in-depth understanding of computer systems, networks, and software applications, along with proficiency in troubleshooting a wide range of hardware, networking, and software issues. With excellent communication skills, both written and verbal, they can effectively explain complex technical issues to users of varying technical expertise. The candidate is well-versed in multiple operating systems, including Windows, macOS, and Linux, and is familiar with ticketing systems and CRM software. They exhibit strong organizational skills, attention to detail, and the ability to manage multiple tasks and priorities in a fast-paced environment. Their problem-solving skills and analytical thinking are exceptional, allowing them to diagnose and resolve technical problems efficiently. The ideal candidate is adaptable to changing technologies and environments, demonstrating a proactive attitude in identifying and resolving issues. They possess a high level of professionalism, a strong customer service focus, and a commitment to continuous learning and development. They collaborate effectively with remote teams and contribute to the onboarding and training of new employees. Certification in relevant IT fields, such as CompTIA, Microsoft, or Cisco, is a plus. This candidate exhibits a strong work ethic, reliability, empathy towards customer needs, and an innovative mindset to improve support processes, making them a valuable asset to our team.

- Respond to customer inquiries via email, chat, and phone to resolve technical issues.
- Diagnose and troubleshoot hardware and software issues on client systems.
- Provide step-by-step technical support and guidance to users of varying technical ability.
- Document and track customer issues, resolutions, and follow-ups in the support ticketing system.
- Escalate complex issues to appropriate departments or senior technical staff when necessary.
- Monitor and manage system alerts and notifications to ensure timely resolution.
- Conduct remote desktop sessions to assist users with their technical problems.
- Update and maintain knowledge base articles and support documentation.
- Recommend hardware and software solutions based on client's technical needs.
- Collaborate with team members to improve customer satisfaction and service efficiency.
- Perform regular system updates, patches, and maintenance tasks as needed.
- Participate in training sessions to stay current with new technologies and support tools.
- Analyze user issues to identify common problems and develop preventive solutions.
- Provide after-hours support as part of an on-call rotation schedule.
- Assist with onboarding and training of new employees regarding technical systems and processes.
- Maintain software licensing and inventory records.
- Configure and deploy new hardware and software for clients.
- Conduct follow-up calls with customers to ensure issues are fully resolved.
- Gather feedback from customers to improve support processes and tools.
- Maintain a high level of professionalism and customer service standards in all interactions.

- Excellent problem-solving skills
- Strong communication skills, both written and verbal
- High level of professionalism
- Strong customer service focus
- Adaptability to changing technologies and environments
- Attention to detail and accuracy
- Ability to work independently and as part of a team
- Patience and ability to handle difficult customer interactions
- Strong organizational skills
- Proactive attitude in identifying and resolving issues
- Multitasking abilities in a fast-paced setting
- Analytical mindset for diagnosing technical problems
- Dependability and reliability in meeting commitments
- Passion for continual learning and development
- Empathy and understanding towards customer needs
- Collaborative spirit with team members and other departments
- Innovative thinking to improve support processes
- Flexibility to manage after-hours and on-call responsibilities
- Technical aptitude with evolving software and hardware solutions
- Strong work ethic and dedication to job responsibilities

- Competitive salary commensurate with experience
- Comprehensive health, dental, and vision insurance
- Flexible work hours and remote work options
- Paid time off (PTO) and holidays
- 401(k) retirement plan with company match
- Professional development opportunities and continuing education support
- Access to online training programs and certifications
- Employee assistance program (EAP)
- Performance-based bonuses and incentives
- Health and wellness programs, including gym memberships and wellness challenges
- Casual dress code and comfortable work environment
- Life insurance and disability coverage
- Paid parental leave
- Regular team-building activities and virtual events
- Employee discount programs
- Opportunities for career growth and advancement
- Technology stipend for home office equipment
- Inclusive and diverse work culture
- Mentorship and coaching programs
- Recognition programs for outstanding performance
- Company-sponsored networking and industry events