Vimeo’s Customer Support organization is searching for a hardworking, technical, passionate and analytical Support Specialist focussed towards customers and their experience. The ideal candidate will thrive in a fast-paced environment and have a passion for supporting SaaS products for the global customers.
Our advanced platform and passionate customers are matched by an equally remarkable Support team who provide expert assistance on topics like video playback, compression, uploading, embedding, distribution, subscription management, and using our apps.
This role will report to the Manager, Customer Support and work across the customer support team on initiatives that drive the best experience for customers across email, chat and phones.
What you'll do
Support global customers across multiple Vimeo products via phone, chat, email, web and social media channels
Work in any of the 24x7 rotational shifts, as required by business
Rely on internal documentation to handle complex billing, account access, and technical troubleshooting for Vimeo, Vimeo Live, and OTT
Focus in one or more specific product support area(s)/vertical(s) to handle, help triage, and resolve escalated issues and cases requiring highly customized responses and/or additional troubleshooting
Respond to customers in a prompt and professional manner, taking care to provide thorough, thoughtful replies
Take a proactive stance in approaching ticket replies as well as broader user issues
Expertly troubleshoot, vet and resolve tickets/issues reported by users and staff, reporting bugs to the Engineering team
Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience
Monitor reported issues and own them all the way from initial troubleshooting and communication to final closure with affected users
Monitor and assist in reporting pain points, feature requests, and additional feedback to be shared with Product and Engineering stakeholders
Respond to internal escalations and questions from other teams in Slack or email
Assist in documenting troubleshooting procedures for technically complex features or bugs
Explore and test the product (to get familiar with different features), developing a keen, comprehensive knowledge of our platforms and systems within given area of focus
Review our Internal Knowledge Base and macros and collaborate with our Knowledge Management team to create, add, or edit content
Adhere and exceed operational KPI’s like CSAT, first response SLA, ticket resolution SLA’s etc
Be proactive, Investigate and resolve escalated customer issues, ensuring we're adhering to our team's mission of building lasting relationships with our customers
Run point on outages, update our public-facing status page and support team
Expected minimum number of years in this role: 1-2 years (relevant experience)
Skills and knowledge you should possess to succeed:
BE/B Tech (Comp Science), MCA preferred
2+ years of proven experience in Customer Support/Technical Support or equivalent high performance operational support teams
Excellent written/spoken communication skills in English
Customer service experience and a refined approach towards maintaining customer relationships
Excellent technical troubleshooting skills (a knack for investigating unexpected technical issues and determining the cause)
Proactive mindset in approaching day to day work
Great instincts for how to represent Vimeo publicly
Experience in issue tracking and support ticketing systems
Experience working in IT organizations focused on supporting live streaming, OTT platforms, video production / hosting, conferencing tools, Video on Demand, Payment gateways
About Us:
Vimeo (NASDAQ:VMEO) is the world’s most innovative video experience platform. We enable anyone to create high-quality video experiences to connect better and bring ideas to life. We proudly serve our growing community of nearly 300 million users — from creative storytellers to globally distributed teams at the world’s largest companies. 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.
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