Support Specialist I, Customer Support

As a Support Specialist I at Vimeo, your role will involve providing exceptional customer support by handling and resolving support tickets across various channels with a focus on first-touch resolution and quick turnaround times. Your primary responsibilities will include: - Delivering Outstanding Customer Support: Resolve support tickets promptly and courteously through email, messaging, and phone channels. - Troubleshooting and Resolving Issues: Utilize internal documentation to address common issues related to billing, account access, and technical troubleshooting. Escalate complex cases when necessary. - Mastering Vimeos Products and Systems: Develop a practical understanding of Vimeos offerings to confidently resolve incoming tickets and provide effective troubleshooting. - Identifying and Reporting Trends: Monitor recurring customer issues and trends to drive improvements in support processes. - Contributing to Knowledge Management: Report missing or outdated resources to ensure accuracy and relevance. - Staying Informed and Adaptable: Keep up with product launches, policy changes, and feature requests. - Working Flexibly: Be available to work in rotational shifts, including nights, weekends, and holidays. In terms of qualifications and skills required for this role, you should possess: - BCA, MCA, or BE in Computer Science is preferred. - 1-2+ years of experience in customer support. - Expert troubleshooting skills, familiarity with web technology and video-streaming apps. - Strong understanding of livestreaming technology, including encoding software and hardware. - Knowledge of HTML, CSS, and 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 professionally. - Strong problem-solving skills and proactive learning approach. Additionally, experience with Zendesk or similar customer support platforms would be considered a bonus. About Vimeo: Vimeo (NASDAQ: VMEO) is a leading video experience platform that enables users to create high-quality video experiences. Serving millions of users globally, Vimeo fosters creativity and connectivity through billions of monthly video views. Headquartered in New York City, Vimeo values diversity, equity, and inclusion in its workforce and culture. For more information, visit www.vimeo.com.,