Support Specialist II, Customer Support

2 Months ago • All levels • Customer Service

Job Summary

Job Description

The Support Specialist II will be a key member of the Support Team, resolving complex technical challenges and providing expert guidance to Vimeo's most valued clients in a fast-paced environment. This role involves providing high-level support to Sales Assisted customers through tickets, phone calls, and messaging. The specialist will become a trusted advisor, building strong relationships and understanding the specific needs of Platinum SA clients, driving product success and user satisfaction. Additionally, the role includes contributing to continuous improvement of support processes, collaborating with internal teams, and managing outages.
Must have:
  • Familiarity with video technology and technical concepts
  • Basic understanding of HTML and CSS
  • Proven experience in a customer-facing technical support role
  • Excellent communication and problem-solving skills
  • Ability to work independently and as part of a team
  • Strong technical aptitude to learn new technologies
  • Experience in an omni-channel support organization
  • Experience with Zendesk or other ticketing systems

Job Details

Support Specialist II (Platform) 

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
  • 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

 

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.
 
Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

Similar Jobs

Threat connect - Customer Success Engineer

Threat connect

London, England, United Kingdom (Remote)
2 Months ago
Saviynt - Principal Engineer, Quality Engineering

Saviynt

El Segundo, California, United States (Hybrid)
9 Months ago
PwC - Consultant Architecte Cloud et Intégration | CDI | H/F

PwC

Toulouse, Occitanie, France (On-Site)
9 Months ago
BigID - DevOps Engineer

BigID

Tel Aviv-Yafo, Tel Aviv District, Israel (Hybrid)
1 Month ago
Scopely - Senior Analytics Engineer

Scopely

Mexico City, Mexico City, Mexico (Hybrid)
7 Months ago
Toast - Manager, Customer Care - International

Toast

Chennai, Tamil Nadu, India (Hybrid)
1 Month ago
Growe - Customer Support Representative

Growe

Bogota, Colombia (On-Site)
1 Month ago
Highspot - Technical Support Specialist

Highspot

Hyderabad, Telangana, India (Hybrid)
1 Month ago
HoYoverse - Customer Service Training Manager (Korean)

HoYoverse

Tokyo, Japan (On-Site)
2 Months ago
Workato - Enterprise Customer Success Manager

Workato

New York, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Simcorp - Lead Legal Counsel

Simcorp

Copenhagen, Denmark (Hybrid)
1 Month ago
JDA - Senior End-to-End Solution Advisor - Retail

JDA

London, England, United Kingdom (On-Site)
1 Week ago
Tide - Product Design Manager

Tide

Ukraine (Remote)
1 Week ago
USE Insider - Information Security Specialist

USE Insider

Istanbul, İstanbul, Türkiye (Remote)
2 Months ago
Thales - Lead SDET

Thales

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
bytedance - Solution Architect (Edge Cloud)

bytedance

Singapore (On-Site)
5 Months ago
C3 IoT - Pre-Sales AI Director – Healthcare Provider/Payor

C3 IoT

Redwood City, California, United States (On-Site)
1 Week ago
Sailpoint - Staff Software Engineer

Sailpoint

Pune, Maharashtra, India (Hybrid)
1 Week ago
Bright Edge - Sales Operations Manager

Bright Edge

Chicago, Illinois, United States (On-Site)
1 Month ago
Vendavo - Enterprise Customer Success Manager

Vendavo

Denver, Colorado, United States (Remote)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

NCR Voyix - L3 Support Analyst

NCR Voyix

Hyderabad, Telangana, India (On-Site)
1 Year ago
London stock Exchange - Lead Engineer – Analytics SRE

London stock Exchange

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Progress - Senior Database Administrator

Progress

India (Remote)
1 Week ago
Survay Monkey - Staff Site Reliability Engineer

Survay Monkey

Bengaluru, Karnataka, India (Hybrid)
2 Months ago
Tru India - React Native Developer

Tru India

Sahibzada Ajit Singh Nagar, Punjab, India (On-Site)
10 Months ago
Qualcomm - Sr Staff Engineer-CPU Software Test Engineer (Server)

Qualcomm

Bengaluru, Karnataka, India (On-Site)
2 Months ago
GLG - Senior Security Operations Engineer

GLG

Gurugram, Haryana, India (Remote)
9 Months ago
Aeries technology - Telecom Drafter

Aeries technology

Hyderabad, Telangana, India (On-Site)
2 Weeks ago
Global Business Travel - Product Manager

Global Business Travel

Gurugram, Haryana, India (On-Site)
1 Month ago
Illumina - Global LMS Instructional Designer

Illumina

Bengaluru, Karnataka, India (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

USE Insider - Technical Support Specialist - Istanbul

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
9 Months ago
USE Insider - Customer Onboarding Manager

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
12 Months ago
playrix  - Customer Support Representative (German and Russian)

playrix

Ireland (Remote)
8 Months ago
Zenoti - Project Manager, Customer Onboarding

Zenoti

Seattle, Washington, United States (On-Site)
2 Months ago
Keywords Studios - Player Support Agent - Spanish/English

Keywords Studios

Silesian Voivodeship, Poland (Hybrid)
3 Months ago
Salesforce - Senior Customer Success Manager

Salesforce

Tokyo, Japan (Remote)
3 Months ago
Postman - Technical Scale Customer Success Manager

Postman

Boston, Massachusetts, United States (Hybrid)
1 Week ago
Figma - Enterprise Support Specialist, French Speaking

Figma

San Francisco, California, United States (Remote)
1 Month ago
Ion - Senior Technical Support Analyst, Jersey City - 7537

Ion

Jersey City, New Jersey, United States (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

About The Company

New York, United States (On-Site)

New York, United States (Hybrid)

New York, United States (On-Site)

New York, United States (Remote)

United States (Remote)

London, England, United Kingdom (On-Site)

New York, United States (Remote)

New York, United States (Remote)

New York, United States (On-Site)

New York, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Vimeo

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug