What you'll do:

  • Rely on internal documentation to handle basic billing, account access, and technical
  • troubleshooting for Vimeo, Vimeo Live, and OTT
  • Stay up to date on product launches, changes in policy, known issues, pain points, and
  • feature requests specific to each product line, and follow protocols to track them
  • Provide prompt and courteous support, adding customization to macro-based replies
  • across all support channels (email, chat, forums, social media, phone)
  • Escalate support tickets along appropriate paths as outlined in internal resources
  • Maintain high quality responses while regularly achieving productivity goals
  • Identify customer trends early and surface to larger team

 

Skills and knowledge you should possess:

  • 1-2+ years of experience in customer support
  • Excellent written and verbal communication
  • Expert technical troubleshooting skills
  • Familiarity with the basics of web technology and video-streaming apps
  • Understanding of livestreaming technology along knowledge of different encoding software and 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
  • A college degree (a technical degree is a plus)

 

About us:

Vimeo is the world’s leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 200 million users — from creatives to entrepreneurs to the world’s 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 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.

Learn more at www.vimeo.com

Learn more at www.vimeo.com/jobs

 

Apply for this Job

* Required