Support Specialist I, Customer Support
Location
Bangalore | India
Job description
- 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%
Skills and knowledge you should possess:
- 1-2 years of relevant work experience in Customer or Technical Support
- Excellent written and verbal communication in English
- Proficient in technical troubleshooting, especially with web and video-streaming technologies.
- Familiarity with the basics of web technology and video-streaming apps
- Understanding of livestreaming technology along knowledge of different encoding software and hardware
- A calm and patient demeanor, especially when faced with challenging customer interactions.
- Bachelors/Engineering Degree preferred
- Undergraduate degree in any discipline
Bonus points:
- Experience working in Zendesk
Job tags
Salary