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Support Specialist II
Posted on 10/31/2022
INACTIVE
Locations
Remote • New York, NY, USA • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Zendesk
Requirements
  • 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
Responsibilities
  • 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
Desired Qualifications
  • Other rewards may include or commission, Restricted Stock Units (RSUs), paid time off, generous 401k match, tuition reimbursement, wellbeing resources, and more
Vimeo

1,001-5,000 employees

Video sharing platform
Company Overview
Vimeo was created as a place for creative pros to beautifully and easily show off their work. Today, Vimeo is much more than a viewing destination. It's a start-to-finish video platform giving creative professionals, businesses and organizations everything they need to make and market amazing, impactful videos.
Benefits
  • Unlimited paid time off
  • Company-matched 401k
  • Medical and dental
  • Daily breakfast, plus snacks and drinks aplenty
  • Company outings and events
  • Tuition reimbursement
  • Company equity
  • Company-matched charitable donations
  • Parental leave and adoption assistance
Company Core Values
  • Community above all - We’re fueled by an undying love for art, creativity, and above all else, our community of creators and viewers. And our community = planet earth. Literally. Our members are as diverse as they come, hailing from over 200 countries around the world
  • High quality, but scrappy - We work as a team to build compelling best-in-class products,and innovate ahead of the industry, without ever sacrificing quality. We also understand that having diverse employees building those products will make them more valuable to the diverse communities they serve
  • Positive vibes - We’re a nice, inclusive, and curious bunch sending good energy into the world. We are made with 💓 in NYC, and put our community guidelines in place to help keep Vimeo a magical place, that doesn’t condone harassment of any kind
  • Dare to be different - And lastly, we take our work seriously, not ourselves, and aren’t afraid to keep Vimeo weird. We celebrate all the things that make humans humans