Support Specialist II - Singapur, Singapore - Vimeo, Inc.

Description

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.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart Japanese business hours.

What your day will look like:

Deliver high-quality, timely responses to support tickets received via email, phone or chat

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

Proficient with video or live streaming technology and other technical concepts and processes

Excellent written and spoken communication skills in Japanese as well as English.

A knack for investigating unexpected technical issues and determining the cause(s)

Ability to support our global customer base in a 24/7/365 environment

A quick learner who thrives in a fast-paced, high-energy environment.

Experience in a omni-channel support organization, providing support via tickets, phone and chat

Proactive mindset in approaching day to day work

Experience with Zendesk or other ticketing systems is a plus

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality 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 world's largest companies – whose videos receive billions of views each month. Learn more at