Support Specialist II, Customer Support

Vimeo

2 - 7 years

4 - 9 Lacs

bengaluru

Posted:3 hours ago| Platform:

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Skills Required

css c++ customer service vod networking customer focus dvb technical support ticketing writing linux iptv jpeg html communication skills crm jira digital python c video codecs customer support zendesk servicenow saas mpeg h264 troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Support & Ownership:
Deliver high-level support to Sales-Assisted and Self-Serve customers, managing inquiries across tickets, phone calls, and messaging platforms. Take full ownership of issues from initial contact to final resolution to ensure timely and effective solutions.
Product Expertise & Technical Translation:
Become a trusted advisor by developing a deep understanding of Vimeos platform and video products. Effortlessly translate complicated technical concepts in Japanese, Korean, and English into direct and effective terms for customers to understand.
Dedicated Enterprise Support:
Serve as a
Dedicated Enterprise Support Specialist (DESS)
for a portfolio of Platinum Sales-Assisted clients, building strong relationships and understanding their specific needs to provide tailored support.
Knowledge Base Contribution:
Proactively identify opportunities to improve our support processes and contribute to the development of knowledge resources for both customers and internal teams.
Voice of the Customer:
Assist in tracking and reporting on customer pain points, feature requests, and other feedback. Share these insights with Product and Engineering stakeholders to help drive product improvements.
Cross-Team Collaboration:
Work closely with internal teams, from Customer Success and Account Managers to Product and Engineering, to ensure customer issues are resolved efficiently.

Skills and knowledge you should possess:

Minimum of 2 years of experience in a customer-facing technical support role, ideally within a SaaS environment.
Exceptional written and spoken communication skills in
Japanese, Korean, and English
.
Familiarity with
video technology
and other technical concepts.
Understanding of digital video/audio compression
codecs
like H.264, ProRes, HEVC, and AAC.
Basic understanding of HTML and CSS.
Experience troubleshooting complex technical issues related to
live video streaming
, including embed codes, browser compatibility, and network connectivity.
Understanding of the mechanics of live video delivery, including encoding formats, streaming protocols, and common hardware encoders.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work independently and as part of a team in a fast-paced, high-energy environment.
Strong technical aptitude and the ability to quickly learn and adapt to new technologies.
Experience in an
omnichannel support organization
, providing support via tickets, phone, and messaging.
Experience with
Zendesk
or other ticketing systems

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