Support Specialist I
Full time
at Vimeo
in
India
Posted on May 8, 2024
Job details
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.
- Ticket work: 90%
- Continued learning and product familiarization: 10%
- 0 - 1.5 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
- Experience working in Zendesk
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