At Vimeo, we seek passionate individuals ready to elevate customer experiences. As a Support Specialist I, you will be the frontline liaison, ensuring that our customers receive timely and empathetic support.
What you'll do:
- Efficiently handle a variety of customer queries, prioritizing quick resolutions at the first touchpoint.
- Rotate through our 24x7 shifts to ensure consistent support coverage
- Provide prompt and courteous support, adding customization to macro-based replies across all support channels (email, chat, forums, social media, phone)
- Utilize internal documentation to handle basic billing, account access, and technical troubleshooting for Vimeo, Vimeo Live, and OTT
- Develop a comprehensive knowledge of Vimeo products to be able to resolve approximately 80%+ of the tickets received
- Transfer tickets when necessary to Support Specialists and Managers,following proper steps and procedures to ensure we provide a white-glove experience to Vimeo customers
- Proactively identify trends and surface to relevant teams. Report missing macros, knowledge articles, HelpCenter articles, or other required edits to Senior Specialists, Product Leads, or Delivery Managers
- Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Time Allocation:
- Ticket work: 90%
- Continued learning and product familiarization: 10%
Support Channels:
○ Phone
○ Chat
○ Social
Skills and knowledge you should possess:
- 1-2 years of relevant work experience in Customer or Technical Support
- Excellent written and verbal communication in English
- Proficient in technical troubleshooting, especially with web and video-streaming technologies.
- Familiarity with the basics of web technology and video-streaming apps
- Understanding of livestreaming technology along knowledge of different encoding software and hardware
- A calm and patient demeanor, especially when faced with challenging customer interactions.
- Bachelors/Engineering Degree preferred
- Undergraduate degree in any discipline
Bonus points:
- Experience working in Zendesk
About Us:
Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. 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 and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.
