Vimeo
Location
Bangalore | India
Job description
At Vimeo, we seek passionate individuals ready to elevate customer experiences. As a Support Specialist I, you will be the frontline liaison, ensuring that our customers receive timely and empathetic support. 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:
Job tags
Salary