Support Specialist III

Vimeo?s Customer Support organization is searching for a hardworking and analytical Support Specialist III enthusiastic about customer experience and collaboration with global specialists, managers and stakeholders! The ideal candidate will thrive in a fast-paced environment and have a passion for supporting SaaS products for all Enterprise clients.
This role will report to the Manager, Customer Support, and work across the customer support team on initiatives that drive the best experience for customers of Vimeo Enterprise! This includes supporting customers on all support channels and working as a dedicated enterprise support specialist.
What you'll do
? Focus in one or more specific product support area(s)/vertical(s) to handle, help triage, and resolve escalated issues and cases requiring highly customized responses and/or additional troubleshooting
? Perform support specific responsibilities with a significantly higher level of autonomy, accountability, and confidence, providing feedback and tutelage as needed to more junior support roles
? Respond to customers in a timely and professional manner, providing detailed, thoughtful replies
? Expertly troubleshoot, vet and resolve tickets/issues reported by users and staff, reporting bugs to the Engineering team
? Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience
? Monitor reported issues and own them all the way from initial troubleshooting and communication to final closure with affected users
? Monitor and assist in reporting difficulties, feature requests, and additional feedback to be shared with Product and Engineering
? Respond to internal escalations and questions from other teams in Slack or email
? Assist in documenting troubleshooting procedures for technically complex features or bugs
? Explore and test the product (to get familiar with different features), developing extensive knowledge of our platforms and systems within given area of focus
? Review our IKB, HC articles, and macros and collaborate with our Knowledge Management team to create, add, or edit content
? Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
? Adhere and exceed CSAT, FR SLA and ticket resolution SLA?s, improve customer effort score
? Assist sales and operation teams to up-sell / cross-sell
? Be proactive, Investigate and resolve escalated customer issues, ensuring we're adhering to our team's mission of building lasting relationships with our customers
? **This person will be working PST hours**
Skills and knowledge you should possess to succeed:
? 5+ years of proven experience in Customer Support/Technical Support or equivalent high performance operational support teams
? Understanding of internet technologies including browsers, networking, firewalls & proxy servers
? Strong technology background with knowledge of Internet, Mobile and Digital Online Media technologies such as networking, servers, etc
? Relevant experience with online video and of video encoding applications
? Familiarity with digital video streaming protocols (RTMP, HLS, DASH, etc)
? Solid understanding of live video production workflows including audio mixing, multicam switching, simulcasting, and remote broadcasting
? Customer service experience and a refined approach towards maintaining customer relationships
? Excellent technical troubleshooting skills (an interest in investigating unexpected technical issues and determining the cause)
? Great instincts for how to represent Vimeo publicly
? Experience in issue tracking and support ticketing systems
? Experience working in IT organizations focused on supporting live streaming, OTT platforms, video production / hosting, conferencing tools, Video on Demand, Payment gateways
Vimeo (NASDAQ: VMEO) is the world?s leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 260 million users ? from creatives to entrepreneurs to the world?s largest companies.
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.
Learn more at www.vimeo.com
Learn more at www.vimeo.com/jobs