Vimeo Support Specialist Customer 

India, Karnataka, Bengaluru 

237214508

What you'll do:

• Efficiently handle a variety of customer queries, prioritizing quick resolutions at the first touchpoint.
• Rotate through our 24x7 shifts to ensure consistent support coverage
• Provide prompt and courteous support, adding customization to macro-based replies across all support channels (email, chat, forums, social media, phone)
• Utilize internal documentation to handle basic billing, account access, and technical troubleshooting for Vimeo, Vimeo Live, and OTT
• Develop a comprehensive knowledge of Vimeo products to be able to resolve approximately 80%+ of the tickets received
• Transfer tickets when necessary to Support Specialists and Managers,following proper steps and procedures to ensure we provide a white-glove experience to Vimeo customers
• Proactively identify trends and surface to relevant teams. Report missing macros, knowledge articles, HelpCenter articles, or other required edits to Senior Specialists, Product Leads, or Delivery Managers
• Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.

Time Allocation:

• Ticket work: 90%
• Continued learning and product familiarization: 10%

Support Channels:

○ Email

○ Phone

○ Chat

○ Social

Skills and knowledge you should possess:

• 1-2 years of relevant work experience in Customer or Technical Support
• Excellent written and verbal communication in English
• Proficient in technical troubleshooting, especially with web and video-streaming technologies.
• Familiarity with the basics of web technology and video-streaming apps
• Understanding of livestreaming technology along knowledge of different encoding software and hardware
• A calm and patient demeanor, especially when faced with challenging customer interactions.
• Bachelors/Engineering Degree preferred
• Undergraduate degree in any discipline

Bonus points:

• Experience working in Zendesk