Support Specialist II, Customer Support

3 weeks ago

bangalore, India Livestream Full time

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 your day will look like: 

Deliver high-quality, timely responses to support tickets transferred by the Service Desk and provide outbound call support to our customers as requested.  Focus in one or more specific product support area(s)/vertical(s) to handle, and resolve issues and cases requiring highly customized responses and/or additional troubleshooting 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  Provide DESS services to our Platinum customer to ensure customer expectations and satisfaction are met Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders Be 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 Other projects as assigned

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 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) 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

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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