Join Vimeo’s Customer Support team as a Support Specialist II, where you will play a crucial role in our expanding language support initiative. The ideal candidate possesses native proficiency in Japanese, along with fluency in English, will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.
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 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. We’re 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.
