What you’ll do: - Focus on our API product area, which spans across all Vimeo products, to handle, help triage, and resolve escalated issues and cases requiring highly customized responses and/or additional troubleshooting
- Review customers API Setup Issues/Inquires and implementation of Vimeo SDK’s/Libraries with their/3rd Party Applications.
- Perform support specific responsibilities with a significantly higher level of autonomy, accountability, and confidence, providing feedback and assist as needed to more junior support roles
- Respond to customers in a prompt and professional manner
- Take a proactive stance in approaching ticket replies as well as broader user issues
- Expertly triage, troubleshoot, and identify trends based on incoming ticket volume
- 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
- Respond to internal escalations and questions from other teams in Slack or email
- Assist in documenting troubleshooting procedures for complex features or bugs
- Review our Internal Knowledge Base, Help Center articles, and macros to collaborate with our Knowledge Management team
- Run point on outages, update our public-facing status page and support team
Knowledge - Video editing software including certified-level knowledge of at least one NLE software.
- Passionate around video editing and has experience in at least one piece of professional software (such as Adobe Premiere, Sony Vegas, Apple FCP, Davinci Resolve, or Avid Media Composer).
Skills - 2+ years in a support/customer service role.
- Expert technical skills, including developed knowledge of and experience with APIs, developer relations, advanced troubleshooting, and code.
- Experience with interacting and parsing data from RESTful web services
- Experience with client side API tools(Postman, Curl, etc..)
- Knowledge of the Unix/Mac Command line and editing tools(ex. vi, nano)
- Ability to read through and understand PHP and/or JavaScript
- Ability to quickly analyze, reproduce, and summarize issues that require escalations and/or Bugfixes.
- Excellent written and spoken english communication skills
- A quick learner, that thrives in a fast paced, high energy environment
- Ability to support our global customer base in a 24/7/365 environment
- Experience and ability to provide support in a omni-channel environment, providing support via tickets, phone and chat
- Experience with Zendesk/Jira or other ticketing systems a plus
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