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Support Specialist II, Customer Support

extra holidays - extra parental leave

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

India

Offer summary

Qualifications:

2+ years in support or customer service, Familiarity with video technology, Excellent written and spoken English skills, Experience with ticketing systems a plus.

Key responsabilities:

Respond to support tickets from customers
Collaborate on troubleshooting ticket issues
Contribute to support documentation and workflows
Track and report on customer feedback
Manage communication during outages or severe issues

Vimeo Large https://vimeo.com/

1001 - 5000 Employees

See all jobs

Job description

Support Specialist II

Vimeo’s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to oversee our Support efforts as a Support Specialist II. The ideal candidate will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Vimeo’s Support efforts – with focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

What you’ll do:

Deliver high quality, timely responses to support tickets submitted by customers
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Contribute to support-related documentation, processes, and workflows

Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Become an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments

Knowledge, skills, and abilities:

2+ years in a support/customer service role/experience and a passion for archiving the highest level of customer satisfaction

Familiarity with video technology and other technical concepts and processes; specifically in the video editing space.

Excellent written and spoken english communication skills
A knack for investigating unexpected technical issues and determining the cause(s)

Ability to support our global customer base in a 24/7/365 environment
A quick learner, that thrives in a fast paced, high energy environment
Experience in a omni-channel support organization, providing support via tickets, phone and chat
Proactive mindset in approaching day to day work

Experience with Zendesk or other ticketing systems a plus
Experience with professional video editing software (example include Adobe Premiere, Avid Media Composer, DaVinci Resolve, Apple Final Cut Pro) a plus

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.