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Vimeo // platform for watching, uploading & sharing videos
 
New York City OR US-Remote    Posted: Tuesday, August 02, 2022
 
   
 
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JOB DETAILS
 

Vimeos Customer Support team is searching for a hardworking, technical, passionate, & analytical independent contributor to oversee our Core Video Support efforts as a Support Specialist II. The ideal candidate 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 Manager, Customer Support & will contribute directly to Vimeos Core Support efforts with focus on troubleshooting & responding to escalated Video issues, contributing towards insights reporting, & collaborating with teammates to ensure the highest quality support.

What youll do:

  • Focus on one or more specific product support area(s)/vertical(s) to handle, help triage, & resolve escalated issues & cases requiring highly customized responses and/or additional troubleshooting
  • Perform support specific responsibilities with a significantly higher level of autonomy, accountability, & confidence, providing feedback & assist as needed to more junior support roles
  • Respond to customers in a prompt & professional manner
  • Take a proactive stance in approaching ticket replies as well as broader user issues
  • Expertly triage, troubleshoot, & identify trends based on incoming ticket volume 
  • Monitor reported issues & own them all the way from initial troubleshooting & communication to final closure with affected users
  • Monitor & assist in reporting pain points, feature requests, & additional feedback
  • Respond to internal escalations & 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, & macros to collaborate with our Knowledge Management team
  • Run point on outages, update our public-facing status page & support team

Skills & knowledge you should possess:

  • 2+ years in a support/customer service role & a passion for archiving the highest level of customer satisfaction
  • Familiarity with video technology & other technical concepts & processes
  • Understanding of digital video/ audio compression codecs like H.264, ProRes, HEVC, & AAC
  • Basic understanding of HTML & CSS
  • Experience troubleshooting complex technical issues involving video files & playback.
  • Excellent written & spoken english communication skills
  • A quick learner, that thrives in a fast paced, high energy environment
  • A knack for investigating unexpected technical issues & determining the cause(s)
  • Ability to support our global customer base in a 24/7/365 environment
  • Experience in a omni-channel support organization, providing support via tickets, phone & chat

#LI-RS1

Vimeo (NASDAQ: VMEO) is the worlds leading all-in-one video software solution. Our platform enables any professional, team, & organization to unlock the power of video to create, collaborate & communicate. We proudly serve our growing community of over 260 million users from creatives to entrepreneurs to the worlds largest companies.

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.

Learn more at www.vimeo.com

Learn more at www.vimeo.com/jobs

 
 
 
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