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Job Description
Vimeo is seeking a Support Specialist I to join their Service Desk team in Bangalore, India. This role is the first point of contact for customers, resolving their questions and issues with empathy and efficiency. The Support Specialist will deliver outstanding customer support across various channels, troubleshoot and resolve issues, master Vimeo’s products and systems, identify and report trends, contribute to knowledge management, and stay informed about product updates.
What This Role Involves:
- Handling and resolving support tickets across email, messaging, and phone.
- Troubleshooting issues related to billing, account access, and technical aspects.
- Escalating complex cases to specialists or managers.
- Developing a strong understanding of Vimeo’s offerings, including Vimeo, Vimeo Live, and OTT.
- Identifying and reporting recurring customer issues and trends.
- Contributing to the knowledge base by reporting missing or outdated information.
- Staying informed about product launches, policy changes, and feature requests.
- Working flexibly in a 24/7 environment, including rotational shifts.
Requirements:
- BCA, MCA, or BE in Computer Science is preferred.
- 1-2+ years of experience in customer support.
- Expert troubleshooting skills with familiarity in web technology and video-streaming 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.
- Ability to remain calm under pressure.
- Strong problem-solving skills and a proactive approach to learning.
What This Role Offers:
- Opportunity to work at Vimeo.
- Opportunity to work in 24/7 environment.
