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Support Specialist Ii

1 month ago

Sydney, Australia Vimeo Full time

**Support Specialist I**:
This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Vimeo's Support efforts - with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

What your day will look like:

- Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
- Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
- Utilize and contribute to support-related documentation, processes, and workflows
- Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
- Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
- Be an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
- Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
- Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
- Other projects as assigned

Knowledge, skills, and abilities:

- Minimum of 2+ years in a support/customer service role/experience and a passion for achieving the highest level of customer satisfaction

**About Us**:
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.