Vimeo Support Specialist II Customer 

India, Karnataka 

238104467

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