Support Specialist II, Customer Support

3 weeks ago

bangalore, India Livestream Full time

Support Specialist II, API & Developer Support 

Vimeo’s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to join our API Developer Support efforts. The ideal candidate will thrive in a fast-paced environment and have a passion for inspiring others to do their best work through clarity of processes and execution.

Our advanced platform and passionate customers are matched by an equally remarkable Support team who provide expert assistance on topics like video playback, compression, uploading, embedding, distribution, subscription management, and using our apps.

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

What you’ll do:

Focus on our API product area, which spans across all Vimeo products, to handle, help triage, and resolve escalated issues and cases requiring highly customized responses and/or additional troubleshooting Review customers API Setup Issues/Inquires and implementation of Vimeo SDK’s/Libraries with their/3rd Party Applications. Perform support specific responsibilities with a significantly higher level of autonomy, accountability, and confidence, providing feedback and assist as needed to more junior support roles Respond to customers in a prompt and professional manner Take a proactive stance in approaching ticket replies as well as broader user issues Expertly triage, troubleshoot, and identify trends based on incoming ticket volume  Monitor reported issues and own them all the way from initial troubleshooting and communication to final closure with affected users Monitor and assist in reporting pain points, feature requests, and additional feedback Respond to internal escalations and questions from other teams in Slack or email Assist in documenting troubleshooting procedures for complex features or bugs Review our Internal Knowledge Base, Help Center articles, and macros to collaborate with our Knowledge Management team Run point on outages, update our public-facing status page and support team

Knowledge

Video editing software including certified-level knowledge of at least one NLE software. Passionate around video editing and has experience in at least one piece of professional software (such as Adobe Premiere, Sony Vegas, Apple FCP, Davinci Resolve, or Avid Media Composer)

Skills

2+ years in a support/customer service role Expert technical skills, including developed knowledge of and experience with APIs, developer relations, advanced troubleshooting, and code. Experience with interacting and parsing data from RESTful web services Experience with client side API tools(Postman, Curl, etc..) Knowledge of the Unix/Mac Command line and editing tools(ex. vi, nano) Ability to read through and understand PHP and/or JavaScript Ability to quickly analyze, reproduce, and summarize issues that require escalations and/or Bugfixes. Excellent written and spoken english communication skills A quick learner, that thrives in a fast paced, high energy environment Ability to support our global customer base in a 24/7/365 environment Experience and ability to provide support in a omni-channel environment, providing support via tickets, phone and chat Experience with Zendesk/Jira or other ticketing systems 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 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.

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