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Vimeo Support Specialist Customer 
India, Karnataka, Bengaluru 
611702165

14.07.2024

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