Support Specialist II, Customer Support (India)

Job Description

• Providing high-level support to Sales Assisted and Self Serve customers via tickets, phone calls, and messaging platforms.
• Developing a deep understanding of Vimeo's Platform and Video product area.
• Becoming a trusted advisor for a portfolio of Platinum SA clients, building strong relationships and understanding their specific needs.
• Identifying opportunities to improve support processes and contribute to the development of knowledge resources.
• Collaborating with internal teams from Customer Success and Account Managers to Product and Engineering.
• Managing outages or other severe issues, updating the public-facing status page and the global Support team.

• Familiarity with video technology and other technical concepts and processes.
• Basic understanding of HTML and CSS.
• Experience in a customer-facing technical support role, ideally within 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 the ability to quickly learn and adapt to new technologies.
• Experience in an omni-channel support organization, providing support via tickets, phone, and chat.
• Experience with Zendesk or other ticketing systems.

• Opportunity to work in a fast-paced environment.
• Chance to collaborate with various internal teams.