Support Specialist I, Customer Support (India)

Support Specialist I (Level 1)

• Handle and solve tickets across a broad spectrum, focusing primarily on first touch and quick resolution
• Work in any of the 24x7 rotational shifts, as required by business
• Provide prompt and courteous support, adding customization to macro-based replies across all support channels (email, chat, forums, social media, phone)
• Rely on internal documentation to handle basic billing, account access, and technical troubleshooting for Vimeo, Vimeo Live, and OTT
• Develop a command of Vimeo’s offerings and systems to be able to respond to approximately 80%+ of the ticket types received in the queue without the need of escalation
• Explore and test the product (e.g. to get familiar with different features), developing a basic/medium level of knowledge of each offering across the wide variety of product areas/verticals
• Escalate tickets when necessary to Support Specialists and Managers, taking care to follow proper steps and procedures to ensure we continue a white-glove experience for our customers and clients
• Identify customer trends early and surface to larger teams. Report missing macros, IKB articles, HC articles, or other required edits to Senior Specialists, Product Leads, or Delivery Managers
• Stay up to date on product launches, changes in policy, known issues, pain points, and feature requests specific to each product line, and follow protocols to track them
  

• 90% tickets
• 10% learning
• Tickets to be included across multiple support channels contingent upon your role within the Vimeo support function to include:
  

• BCA, MCA, or BE in computer science preferable
• 1-2+ years of experience in customer support
• Excellent written and verbal communication
• Expert technical troubleshooting skills
• Familiarity with the basics of web technology and video-streaming apps
• Understanding of livestreaming technology along knowledge of different encoding software and hardware
• Basic understanding of HTML & CSS (familiarity with JavaScript is a plus)
• Remains cool under pressure, especially when interacting with high-priority customers
  

• Experience working in Zendesk
  

About Us: