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 you’ll do:
- Deliver high quality, timely responses to support tickets submitted by customers
- 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
- Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
- Become 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
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; specifically in the video editing space.
- 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
- Experience with professional video editing software (example include Adobe Premiere, Avid Media Composer, DaVinci Resolve, Apple Final Cut Pro) a plus
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