Support Specialist I, Customer Support (India) at Vimeo

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Video StreamingIndustries

Requirements

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
Willingness to work in any of the 24x7 rotational shifts, as required by business

Responsibilities

Handle and solve tickets across a broad spectrum, focusing primarily on first touch and quick resolution
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

Skills

Customer Support

Ticket Handling

Email Support

Chat Support

Phone Support

Social Media Support

Billing Support

Technical Troubleshooting

Vimeo Platform

Product Knowledge

Vimeo

Video hosting and sharing platform

About Vimeo

Vimeo provides a platform for creating, hosting, and sharing high-quality videos, catering to a wide range of users from individual creators to large teams. Users can utilize various tools and services to produce and distribute their video content effectively. Vimeo operates on a subscription model, offering different tiers that provide various features to suit the needs of its diverse clientele. This company stands out from competitors by focusing on high-quality video experiences and offering additional services like video monetization and live streaming. Vimeo's goal is to empower users to connect globally through their video content, facilitating creative storytelling and collaboration.

New York City, New YorkHeadquarters

2004Year Founded

$437.7MTotal Funding

IPOCompany Stage

Consumer Software, EntertainmentIndustries

1,001-5,000Employees

Benefits

Unlimited paid time off

Company-matched 401k

Medical and dental

Daily breakfast, plus snacks and drinks aplenty

Company outings and events

Tuition reimbursement

Company equity

Company-matched charitable donations

Parental leave and adoption assistance

Risks

Emerging platforms like TikTok challenge Vimeo's market share.

AI-generated content may impact demand for traditional video tools.

Regulatory challenges in Europe could affect Vimeo's operations.

Differentiation

Vimeo offers a comprehensive video platform for creators and enterprises.

The platform supports spatial videos, enhancing immersive content creation.

Vimeo's partnerships with cultural institutions expand its reach and brand prestige.

Upsides

Growing demand for spatial video content boosts Vimeo's market position.

Video monetization strategies offer new revenue streams for Vimeo.

Remote work trends align with Vimeo's collaboration tools for distributed teams.

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