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At Vimeo, we seek passionate individuals ready to elevate customer experiences. As a Support Specialist I, you will be the frontline liaison, ensuring that our customers receive timely & empathetic support.
What you'll do:
- Efficiently handle a variety of customer queries, prioritizing quick resolutions at the first touchpoint.
- Rotate through our 24x7 shifts to ensure consistent support coverage
- Provide prompt & courteous support, adding customization to macro-based replies across all support channels (email, chat, forums, social media, phone)
- Utilize internal documentation to handle basic billing, account access, & technical troubleshooting for Vimeo, Vimeo Live, & OTT
- Develop a comprehensive knowledge of Vimeo products to be able to resolve approximately 80%+ of the tickets received
- Transfer tickets when necessary to Support Specialists & Managers,following proper steps & procedures to ensure we provide a white-glove experience to Vimeo customers
- Proactively identify trends & surface to relevant teams. Report missing macros, knowledge articles, HelpCenter articles, or other required edits to Senior Specialists, Product Leads, or Delivery Managers
- Continuously update your knowledge with product developments, policy changes, known issues, & user feedback.
Time Allocation:
- Ticket work: 90%
- Continued learning & product familiarization: 10%
Support Channels:
Email
Phone
Chat
Social
Skills & knowledge you should possess:
- 1-2 years of relevant work experience in Customer or Technical Support
- Excellent written & verbal communication in English
- Proficient in technical troubleshooting, especially with web & video-streaming technologies.
- Familiarity with the basics of web technology & video-streaming apps
- Understanding of livestreaming technology along knowledge of different encoding software & hardware
- A calm & patient demeanor, especially when faced with challenging customer interactions.
- Bachelors/Engineering Degree preferred
- Undergraduate degree in any discipline
Bonus points:
- Experience working in Zendesk
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 & 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.
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