Support Specialist II, Customer Support

Support Specialist II (Video) 

Location: India 

About the Role:

Vimeo seeks a highly skilled Support Specialist II with a passion for technology and a dedication to client satisfaction. You'll be a key member of our Support Team, resolving complex technical challenges and providing expert guidance to our most valued clients in a fast paced environment. 

This role will report to the Senior Customer Support Manager and will contribute directly to Vimeo’s Sales Assisted Support efforts –  focusing on the video product area. 

Vimeo Support operates in a 24/7/365 environment. This role requires availability to work in shifts during US business hours (9AM - 6PM, 7 days a week), with the understanding that internal coverage may extend beyond these hours.

What you’ll do: 

• Supporting Sales Assisted and Self Serve Customers: Provide high level support to our Sales Assisted customers, handling their inquiries via tickets, phone calls, and messaging platforms. Own the issue from first response through to resolution, ensuring timely and effective solutions. When Sales Assisted ticket volume allows, contribute to supporting our self-serve customers driving down overall volume.
• Subject Matter Expertise: Develop a deep understanding of Vimeo's Platform and Video product area and become a trusted advisor for our customers, driving product success and user satisfaction.
• Dedicated Enterprise Support Specialist (DESS): Become a trusted advisor for a portfolio of Platinum SA clients (approximately 8 per Specialist), building strong relationships and understanding their specific needs. Client assignments will be based on region and your area of expertise.
• Continuous Improvement: Proactively identify opportunities to improve our support processes and contribute to the development of knowledge resources for both customers and internal teams.
• Cross team collaboration: Work closely with various internal teams from Customer Success and Account Managers to Product and Engineering to drive customer issues to closure. 
• Outage Management: Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments.

Skills and knowledge you should possess:

• Must have familiarity with video technology and other technical concepts and processes
• Understanding of digital video/ audio compression codecs like H.264, ProRes, HEVC, and AAC
• Basic understanding of HTML and CSS
• Proven experience in a customer-facing technical support role, ideally within a SaaS environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong technical aptitude and the ability to quickly learn and adapt to new technologies.
• Experience in an omni-channel support organization, providing support via tickets, phone and chat.
• Experience with Zendesk or other ticketing systems

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