Support Specialist II, Customer Support - Remote

Overview

Vimeo seeks a highly skilled Support Specialist II with a passion for technology and a dedication to client satisfaction. You will be a key member of our Support Team, resolving complex technical challenges and providing expert guidance to our most valued clients in a fast-paced environment.

In Short

• Provide high-level support to Sales Assisted customers, handling inquiries via tickets, phone calls, and messaging platforms.
• Develop a deep understanding of Vimeo's Platform and Video product area.
• Build strong relationships with Platinum SA clients and understand their specific needs.
• Proactively identify opportunities to improve support processes.
• Collaborate with internal teams to drive customer issues to closure.
• Manage outages or severe issues, updating the public-facing status page.

Requirements

• Familiarity with video technology and technical concepts.
• Understanding of digital video/audio compression codecs like H.264, ProRes, HEVC, and AAC.
• Basic understanding of HTML and CSS.
• Experience in a customer-facing technical support role, ideally in a SaaS environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong technical aptitude and ability to quickly learn new technologies.
• Experience providing support via tickets, phone, and chat.
• Experience with Zendesk or other ticketing systems.

Benefits

• Work in a dynamic and innovative environment.
• Be part of a diverse and global community.
• Opportunities for professional growth and development.
• Contribute to a company that values diversity, equity, and inclusion.