Support Specialist I, Customer Support

Vimeo

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:

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:

Job tags

Salary