Vimeo Support Specialist II - Billing 

Israel, Tel Aviv District, Tel Aviv-Yafo 

447457556

What you’ll do:

• Deliver high quality, timely responses to Billing related 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

Skills and knowledge you should possess:

• 2+ years in a billing related support/customer service role/experience and a passion for achieving the highest level of customer satisfaction
• Prior experience with SaaS (Software as a Service) Billing software, preferably with in-depth knowledge of recurring billing, invoicing, subscription management functionalities, and tax calculations.
• 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
• Familiarity with video technology and other technical concepts is a plus