Support Specialist II, Customer Support
Location
Bangalore | India
Job description
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 your day will look like:
- Deliver high-quality, timely responses to support tickets transferred by the Service Desk and provide outbound call support to our customers as requested.
- Focus in one or more specific product support area(s)/vertical(s) to handle, and resolve issues and cases requiring highly customized responses and/or additional troubleshooting
- 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
- Provide DESS services to our Platinum customer to ensure customer expectations and satisfaction are met
- Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
- Be 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
- Other projects as assigned
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
- Video editing software including certified-level knowledge of at least one NLE software
- Passionate around video editing and has experience in at least one piece of professional software (such as Adobe Premiere, Sony Vegas, Apple FCP, Davinci Resolve, or Avid Media Composer)
- 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
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Job tags
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