Support Specialist I, Customer Support (India)
Support Specialist I, Customer Support (India)
Posted on :
16-05-2025
Employer Active
1 Vacancy
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Job Description
Support Specialist I (Level 1)
At Vimeo were passionate about creating exceptional experiences for our users and providing topquality support. Were looking for a Support Specialist I to join our Service Desk team. As the first point of contact for our customers youll resolve their questions and issues with empathy efficiency and a commitment to delivering a seamless experience across all support channels.
What Youll Do:
- Deliver Outstanding Customer Support:
Handle and resolve support tickets across a broad spectrum with a primary focus on firsttouch resolution and quick turnaround times. Provide prompt courteous and personalized support across all our channels including email tickets messaging and phone. - Troubleshoot and Resolve Issues:
Use internal documentation to address common issues related to billing account access and technical troubleshooting. Escalate complex cases to Product Desk Specialists or Managers when necessary ensuring a smooth handoff and maintaining a whiteglove experience for customers. - Master Vimeos Products and Systems:
Develop a strong practical understanding of Vimeos offerings (Vimeo Vimeo Live and OTT) by exploring and testing the platform. Use this knowledge to confidently resolve 80% of incoming tickets without escalation and provide effective troubleshooting and support. - Identify and Report Trends:
Monitor and identify recurring customer issues pain points and trends. Proactively surface these insights to Senior Specialists Product Leads or Delivery Managers to drive improvements in our support processes and product offerings. - Contribute to Knowledge Management:
Report missing or outdated macros internal knowledge base (IKB) articles and help center content to ensure our resources remain accurate and up to date. - Stay Informed and Adaptable:
Keep up with product launches policy changes known issues and feature requests across all product lines. Follow established protocols to track and communicate updates effectively. - Work Flexibly in a 24/7 Environment:
Be available to work in rotational shifts including nights weekends and holidays as required by business needs.
Capacity Breakdown:
- 90% Tickets:
Handle tickets across multiple support channels including: - Phone
- Messaging
- 10% Learning:
Dedicate time to learning and staying up to date on Vimeos products policies and processes.
Skills and Knowledge You Should Possess:
- BCA MCA or BE in Computer Science is preferred.
- 12 years of experience in customer support with a proven track record of delivering highquality service.
- Expert troubleshooting skills with familiarity in web technology and videostreaming apps.
- Strong understanding of livestreaming technology including encoding software and hardware.
- Working knowledge of HTML and CSS (familiarity with JavaScript is a plus).
- Excellent written and verbal communication skills in English (B2 or above).
- Ability to adapt tone and style to match customer needs while maintaining a professional and empathetic approach.
- Ability to remain calm under pressure especially when interacting with highpriority customers.
- Strong problemsolving skills and a proactive approach to learning.
- Understanding of livestreaming technology along knowledge of different encoding software and hardware
Bonus Points:
- Experience working with Zendesk or similar customer support platforms.
About Us:
Vimeo (NASDAQ: VMEO) is the worlds most innovative video experience platform. We enable anyone to create highquality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users from creative storytellers to globally distributed teams at the worlds largest companies whose videos receive billions of views each month. Learn more at .
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. Were 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.
Required Experience:
Unclear Seniority
Employment Type
Full Time
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