Support Specialist II, Customer Support

Vimeo is on a mission to simplify what it takes to make, manage, and share video—all in a single, easy-to-use platform.

Vimeo, Inc.

Employee count: 1001-5000

India only

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Support Specialist II

Vimeo’s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to oversee our Support efforts as a Support Specialist II. The ideal candidate will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Vimeo’s Support efforts – with focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

What your day will look like:

Deliver high-quality, timely responses to support tickets transferred by the Service Desk and provide outbound call support to our customers as requested.
Focus in one or more specific product support area(s)/vertical(s) to handle, and resolve issues and cases requiring highly customized responses and/or additional troubleshooting
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Contribute to support-related documentation, processes, and workflows
Provide DESS services to our Platinum customer to ensure customer expectations and satisfaction are met

Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned

Knowledge, skills, and abilities:

2+ years in a support/customer service role/experience and a passion for archiving the highest level of customer satisfaction.
Familiarity with video technology and other technical concepts and processes
Experience troubleshooting different Apps including iOS, Android, Roku, etc.
Experience troubleshooting websites using basic tools such as Google Console/VPN etc.

Entry level HTML/CSS/JavaScript development is a plus

Excellent written and spoken english communication skills.
A knack for investigating unexpected technical issues and determining the cause(s).
Ability to support our global customer base in a 24/7/365 environment.
A quick learner, that thrives in a fast paced, high energy environment
Experience in a omni-channel support organization, providing support via tickets, phone and chat
Proactive mindset in approaching day to day work
Experience with Zendesk or other ticketing systems a plus

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.

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About the job

Apply before

Aug 25, 2024

Posted on

Jun 26, 2024

Job type

Full Time

Experience level

Mid-level

Location requirements

India

Hiring timezones

India +/- 0 hours

Job categories

Customer Support Specialist Customer Support Technician Customer Support Representative Technical Support Specialist Customer Support Generalist Sales Support Specialist

Skills

Customer Support Technical Troubleshooting User Support Video Written Communication Zendesk Vimeo JavaScript iOS

About Vimeo, Inc.

Learn more about Vimeo, Inc. and their company culture.

View company profile

Vimeo is on a mission to simplify what it takes to make, manage, and share video—all in a single, easy-to-use platform.

The evolution of Vimeo

Vimeo has grown from a place where creatives show off their work to a platform to create, edit, and share videos. It's for beginners and pros; it's for marketers and CEOs. Though our tools have evolved, our goal to help people create and share stunning videos hasn't changed.

Power in diversity

Our greatest strength is our people. That's why we strive to be a place where team members feel empowered to be themselves.

In building diverse teams, we can work more collaboratively and innovate more daringly to develop a product as inclusive as the 175 million creators, partners, and businesses we serve across the globe.

Everything you need to make, manage, and share brilliant videos

Simple: Quickly create, edit, and share content regardless of your budget or expertise.
Cinematic: Stream and host for hundreds of thousands of viewers at 4k, 8k HDR, and with Dolby Vision.
Controlled: Customize your video player, manage security permissions, and find content quickly.
Automated: Automatically create chapters, apply your brand kit, and optimize for SEO.

Tech stack

Learn about the tools and technologies that Vimeo, Inc. uses to build, market, and sell its products.

View tech stack

Node.js

Ruby on Rails

Next.js

JavaScript

Python

HTML5

Java

CSS 3

PHP

Ruby

65 more

Vimeo, Inc. employees can create an account to update this tech stack.

Employee benefits

Learn about the employee benefits and perks provided at Vimeo, Inc..

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Mental Health Support

Committed to employee well-being, Vimeo, Inc. provides access to meditation and mental health platforms.

Localized Benefits

Vimeo, Inc. offers amazing perks and benefits that are specially tailored to the location of their employees.

Paid Parental Leave

Vimeo, Inc. offers paid leave for new parents to bond with their baby, supporting their journey into parenthood.

Generous PTO Policies

Vimeo, Inc. provides flexible PTO policies, including a week-long annual company break to ensure employees can recharge.

View Vimeo, Inc.'s employee benefits

Apply now

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