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

Skills and knowledge you should possess: 

  • 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
  • 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

Targeted Base Salary Range:  $25.95/hr to $40.63/hr

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