Vimeo’s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to join our Support efforts as a Support Specialist II - Billing. The ideal candidate 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 and will contribute directly to Vimeo’s Support efforts – with focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.
What you’ll do:
- Deliver high quality, timely responses to Billing related support tickets submitted by customers
- Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
- Contribute to support-related documentation, processes, and workflows
- Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
- Become an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
- Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Skills and knowledge you should possess:
- 2+ years in a billing related support/customer service role/experience and a passion for achieving the highest level of customer satisfaction
- Prior experience with SaaS (Software as a Service) Billing software, preferably with in-depth knowledge of recurring billing, invoicing, subscription management functionalities, and tax calculations.
- Excellent written and spoken english communication skills
- 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, that 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 a plus
- Familiarity with video technology and other technical concepts is a plus
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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.
