Support Specialist II - Vimeo

Vimeo’s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to oversee our Support efforts as a Support Specialist II. The ideal candidate will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Vimeo’s Support efforts – with focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

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

#LI-OM1