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Vimeo // platform for watching, uploading & sharing videos
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At Vimeo, we are looking to hire potential candidates who will be responsible for contacting customers & responding to their complaints in a professional manner.

What you'll do:

  • Handle & solve tickets across a broad spectrum, focusing primarily on first touch & quick resolution
  • Work in any of the 24x7 rotational shifts, as required by business
  • Provide prompt & courteous support, adding customisation to macro-based replies across all support channels (email, chat, forums, social media, phone)
  • Rely on internal documentation to handle basic billing, account access, & technical troubleshooting for Vimeo, Vimeo Live, & OTT
  • Develop a command of Vimeos offerings & systems to be able to respond to approximately 80%+ of the ticket types received in the queue without the need of escalation
  • Explore & test the product (e.g. to get familiar with different features), developing a basic/medium level of knowledge of each offering across the wide variety of product areas/verticals
  • Escalate tickets when necessary to Support Specialists & Managers, taking care to follow proper steps & procedures to ensure we continue a white-glove experience for our customers & clients
  • Identify customer trends early & surface to larger teams. Report missing macros, IKB articles, HC articles, or other required edits to Senior Specialists, Product Leads, or Delivery Managers
  • Stay up to date on product launches, changes in policy, known issues, pain points, & feature requests specific to each product line, & follow protocols to track them

Capacity breakdown: 

  • 90% tickets
  • 10% learning
  • Tickets to be included across multiple support channels contingent upon your role within the Vimeo support function to include:





Skills & knowledge you should possess:

  • BCA, MCA, or BE in computer science preferable
  • 1-2+ years of experience in customer support
  • Excellent written & verbal communication
  • Expert technical troubleshooting skills
  • Familiarity with the basics of web technology & video-streaming apps
  • Understanding of live-streaming9
  • technology along knowledge of different encoding software & hardware
  • Basic understanding of HTML & CSS (familiarity with JavaScript is a plus)
  • Remains cool under pressure, especially when interacting with high-priority customers

Bonus points:

  • Experience working in Zendesk

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.

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