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 Japanese, 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.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart Japanese business hours. 

What your day will look like: 

• 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

Knowledge, skills, & abilities: 

• 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 Japanese 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