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:

  Email

  Phone 

  Chat

  Social

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