Support Specialist I, Customer Support

Support Specialist I  (Level 1)

At Vimeo, we’re passionate about creating exceptional experiences for our users and providing top-quality support. We’re looking for a Support Specialist I to join our Service Desk team. As the first point of contact for our customers, you’ll resolve their questions and issues with empathy, efficiency, and a commitment to delivering a seamless experience across all support channels.

What You’ll Do:

• Deliver Outstanding Customer Support:
  Handle and resolve support tickets across a broad spectrum, with a primary focus on first-touch resolution and quick turnaround times. Provide prompt, courteous, and personalized support across all our channels, including email tickets, messaging and phone.
• Troubleshoot and Resolve Issues:
  Use internal documentation to address common issues related to billing, account access, and technical troubleshooting. Escalate complex cases to Product Desk Specialists or Managers when necessary, ensuring a smooth handoff and maintaining a white-glove experience for customers.
  
  
• Master Vimeo’s Products and Systems:
  Develop a strong, practical understanding of Vimeo’s offerings (Vimeo, Vimeo Live, and OTT) by exploring and testing the platform. Use this knowledge to confidently resolve 80%+ of incoming tickets without escalation and provide effective troubleshooting and support.
• Identify and Report Trends:
  Monitor and identify recurring customer issues, pain points, and trends. Proactively surface these insights to Senior Specialists, Product Leads, or Delivery Managers to drive improvements in our support processes and product offerings.
• Contribute to Knowledge Management:
  Report missing or outdated macros, internal knowledge base (IKB) articles, and help center content to ensure our resources remain accurate and up to date.
  
  
• Stay Informed and Adaptable:
  Keep up with product launches, policy changes, known issues, and feature requests across all product lines. Follow established protocols to track and communicate updates effectively.
  
  
• Work Flexibly in a 24/7 Environment:
  Be available to work in rotational shifts, including nights, weekends, and holidays, as required by business needs.

Capacity Breakdown:

• 90% Tickets:
  Handle tickets across multiple support channels, including:
• Email
• Phone
• Messaging
• 10% Learning:
  Dedicate time to learning and staying up to date on Vimeo’s products, policies, and processes.

Skills and Knowledge You Should Possess:

• BCA, MCA, or BE in Computer Science is preferred.
• 1-2+ years of experience in customer support with a proven track record of delivering high-quality service.
• Expert troubleshooting skills, with familiarity in web technology and video-streaming apps.
• Strong understanding of livestreaming technology, including encoding software and hardware.
• Working knowledge of HTML and CSS (familiarity with JavaScript is a plus).
• Excellent written and verbal communication skills in English (B2 or above).
• Ability to adapt tone and style to match customer needs while maintaining a professional and empathetic approach.
• Ability to remain calm under pressure, especially when interacting with high-priority customers.
• Strong problem-solving skills and a proactive approach to learning.
• Understanding of livestreaming technology along knowledge of different encoding software and hardware

Bonus Points:

• Experience working with Zendesk or similar customer support platforms.

About Us: