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Join Vimeos Customer Support team as a Support Specialist II, where you will play a crucial role in our expanding language support initiative. The ideal candidate possesses native proficiency in French & German, along with fluency in English, will thrive in a fast-paced environment & have a passion for deep-diving into technical troubleshooting & providing the highest quality responses to incoming user questions.
This role will report to a Customer Support Manager/ Senior Manager & will contribute directly to Vimeos Support efforts with a focus on troubleshooting & responding to escalated issues, contributing towards insights reporting, & collaborating with teammates to ensure the highest quality support.
What youll do:
- Deliver high-quality, timely responses to support tickets received via email, phone or chat
- Focuses on resolving complex issues in various product areas, requiring highly customized responses & advanced troubleshooting skills
- Collaborate with Support teammates around the globe to help manage ticket queues & troubleshoot issues reported by users as well as staff
- Utilize & contribute to support-related documentation, processes, & workflows
- Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations & satisfaction are met
- Assist in tracking & reporting on customer pain points, feature requests, & other feedback to be shared with Product & Engineering stakeholders
- Be an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct & effective terms for customers to understand
- Continuously update your knowledge with product developments, policy changes, known issues, & user feedback.
- Run point on outages or other severe issues, updating our public-facing status page & updating the global Support team as there are developments
- Other projects as assigned
Skills & knowledge you should possess:
- Minimum of 2+ years in a support/customer service role/experience & a passion for achieving the highest level of customer satisfaction
- Proficient with video or live streaming technology & other technical concepts & processes
- Excellent written & spoken communication skills in French & German as well as English.
- A knack for investigating unexpected technical issues & determining the cause(s)
- Ability to support our global customer base in a 24/7/365 environment
- A quick learner who thrives in a fast-paced, high-energy environment.
- Experience in a omni-channel support organization, providing support via tickets, phone & chat
- Proactive mindset in approaching day to day work
- Experience with Zendesk or other ticketing systems is a plus
Targeted Base Salary Range: $53,100 to $81,500
The base salary range listed above is for candidates located in the U.S., including the New York City metro area.
At Vimeo, we strive to hire & nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment & a candidates home base.
Base salary is just one component of Vimeos total rewards philosophy. We offer a wide range of benefits & perks that appeal to the variety of needs across our diverse employee base! Other rewards may include bonus or commission, Restricted Stock Units (RSUs), paid time off, generous 401k match, wellbeing resources, & more.
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About Us:
Vimeo (NASDAQ:VMEO) is the worlds most innovative video experience platform. We enable anyone to create high-quality video experiences to connect better & bring ideas to life. We proudly serve our growing community of nearly 300 million users from creative storytellers to globally distributed teams at the worlds largest companies. 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 & global community. Were proud to be an equal opportunity employer where diversity, equity, & inclusion is championed in how we build our products, develop our leaders, & strengthen our culture.
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