[Remote] Support Specialist II, Customer Support (Tokyo) at Vimeo

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Video Platform, Customer Support, BiotechnologyIndustries

Requirements

Candidates must have a minimum of 2 years of experience in a customer-facing technical support role, preferably in a SaaS environment. Exceptional written and spoken communication skills in Japanese, Korean, and English are required, along with familiarity with video technology, digital video/audio compression codecs (H.264, ProRes, HEVC, AAC), basic HTML and CSS, and troubleshooting complex technical issues related to live video streaming. Experience with live video delivery mechanics, omnichannel support (tickets, phone, messaging), and ticketing systems like Zendesk is also necessary. The ability to work independently and collaboratively in a fast-paced environment, with strong technical aptitude and problem-solving skills, is essential.

Responsibilities

The Support Specialist II will provide high-level technical support to customers via tickets, phone, and messaging, taking ownership of issues from start to finish. They will develop deep expertise in Vimeo's platform and products, translating complex technical concepts into understandable terms for customers in Japanese, Korean, and English. This role involves serving as a Dedicated Enterprise Support Specialist for key clients, contributing to knowledge base development, and tracking/reporting customer pain points and feedback to internal stakeholders. The specialist will also collaborate with cross-functional teams, including Customer Success, Account Management, Product, and Engineering, to ensure efficient customer issue resolution.

Skills

Customer Support

Technical Support

Japanese

Korean

English

Problem Solving

Client Relationship Management

Knowledge Base Management

Product Knowledge

Communication

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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