Support Specialist I, Customer Support (India)
At Vimeo, we are looking to hire potential candidates who will be responsible for contacting customers and responding to their complaints in a professional manner.
What you'll do:
- Handle and solve tickets across a broad spectrum, focusing primarily on first touch and quick resolution
- Work in any of the 24x7 rotational shifts, as required by business
- Provide prompt and 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, and technical troubleshooting for Vimeo, Vimeo Live, and OTT
- Develop a command of Vimeo’s offerings and systems to be able to respond to approximately 80%+ of the ticket types received in the queue without the need of escalation
- Explore and 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 and Managers, taking care to follow proper steps and procedures to ensure we continue a white-glove experience for our customers and clients
- Identify customer trends early and 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, and feature requests specific to each product line, and 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:
○ Phone
○ Chat
○ Social
Skills and knowledge you should possess:
- BCA, MCA, or BE in computer science preferable
- 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 live-streaming9
- 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
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.
