[PART_TIME Remote] Support Specialist III
This is a fantastic, simple entry-level opportunity for a Support Specialist III! Embrace a modern work style with this fully Remote opportunity. This position requires a strong and diverse skillset in relevant areas to drive success. You will be compensated with a competitive salary for your time and effort.
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VimeoÂs Customer Support organization is searching for a hardworking and analytical Support Specialist III enthusiastic about customer experience and collaboration with global specialists, managers and stakeholders! The ideal candidate will thrive in a fast-paced environment and have a passion for supporting SaaS products for all Enterprise clients.This role will report to the Manager, Customer Support, and work across the customer support team on initiatives that drive the best experience for customers of Vimeo Enterprise! This includes supporting customers on all support channels and working as a dedicated enterprise support specialist.
What you'll do
 Focus in one or more specific product support area(s)/vertical(s) to handle, help triage, and resolve escalated issues and cases requiring highly customized responses and/or additional troubleshooting
 Perform support specific responsibilities with a significantly higher level of autonomy, accountability, and confidence, providing feedback and tutelage as needed to more junior support roles
 Respond to customers in a timely and professional manner, providing detailed, thoughtful replies
 Expertly troubleshoot, vet and resolve tickets/issues reported by users and staff, reporting bugs to the Engineering team
 Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience
 Monitor reported issues and own them all the way from initial troubleshooting and communication to final closure with affected users
 Monitor and assist in reporting difficulties, feature requests, and additional feedback to be shared with Product and Engineering
 Respond to internal escalations and questions from other teams in Slack or email
 Assist in documenting troubleshooting procedures for technically complex features or bugs
 Explore and test the product (to get familiar with different features), developing extensive knowledge of our platforms and systems within given area of focus
 Review our IKB, HC articles, and macros and collaborate with our Knowledge Management team to create, add, or edit content
 Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
 Adhere and exceed CSAT, FR SLA and ticket resolution SLAÂs, improve customer effort score
 Assist sales and operation teams to up-sell / cross-sell
 Be proactive, Investigate and resolve escalated customer issues, ensuring we're adhering to our team's mission of building lasting relationships with our customers
 **This person will be working PST hours**
Skills and knowledge you should possess to succeed:
 5+ years of proven experience in Customer Support/Technical Support or equivalent high performance operational support teams
 Understanding of internet technologies including browsers, networking, firewalls & proxy servers
 Strong technology background with knowledge of Internet, Mobile and Digital Online Media technologies such as networking, servers, etc
 Relevant experience with online video and of video encoding applications
 Familiarity with digital video streaming protocols (RTMP, HLS, DASH, etc)
 Solid understanding of live video production workflows including audio mixing, multicam switching, simulcasting, and remote broadcasting
 Customer service experience and a refined approach towards maintaining customer relationships
 Excellent technical troubleshooting skills (an interest in investigating unexpected technical issues and determining the cause)
 Great instincts for how to represent Vimeo publicly
 Experience in issue tracking and support ticketing systems
 Experience working in IT organizations focused on supporting live streaming, OTT platforms, video production / hosting, conferencing tools, Video on Demand, Payment gateways
Vimeo (NASDAQ: VMEO) is the worldÂs leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 260 million users  from creatives to entrepreneurs to the worldÂs largest companies.
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. WeÂre 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.
Learn more at www.vimeo.com
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