Support Specialist II, Customer Support

Become a Vimeo Product Expert: Support Specialist II

Do you thrive on solving complex technical challenges and delivering outstanding customer experiencesVimeo is seeking a passionate and skilled Support Specialist II to join our Product Desk team. In this role, youll become a product expert, providing in-depth support and helping our customers unlock the full potential of Vimeos platform.

What Youll Do:

• Master Vimeo Products: Develop specialized knowledge in one or more of Vimeos core product areas. Dive deep into the features, functionalities, and troubleshooting techniques to become a trusted resource for our customers.
• Provide Elevated Support: Handle escalated support tickets requiring in-depth investigation and customized solutions. Go beyond basic troubleshooting to resolve complex issues and ensure customer satisfaction.
• Collaborate with a Global Team: Work closely with Support Specialists around the world to manage ticket queues, share knowledge, and contribute to ongoing process improvements.
• Champion Customer Success: Serve as a dedicated support contact (DESS) for our valuable Platinum clients, building strong relationships and ensuring their needs are met.
• Drive Product Improvement: Proactively identify and report customer pain points, feature requests, and valuable feedback to our Product and Engineering teams, contributing to the ongoing development of Vimeos platform.
• Be a Vimeo Ambassador: Develop a comprehensive understanding of Vimeos platform and effectively communicate technical concepts to customers in a clear and concise manner.
• Handle Critical Situations: Assist in managing outages and other critical incidents, ensuring timely communication and updates to both internal teams and our customers via our status page.

What Youll Bring:

• 2+ years of experience in a customer support or technical support role, ideally with a focus on software or technology.
• A passion for problem-solving and a knack for investigating and diagnosing technical issues.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly and effectively.
• A proactive and solution-oriented mindset, with a strong sense of ownership and commitment to customer satisfaction.
• Familiarity with video technology and related concepts.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Experience with one of the professional video editing software (example include Adobe Premiere, Avid Media Composer, DaVinci Resolve, Apple Final Cut Pro)

Bonus Points:

• Experience in an omnichannel support environment (tickets, phone, chat).
• Experience with Zendesk or similar ticketing systems.
• Knowledge of Vimeo products and services.