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Technical Support Associate
Vimeo
Brooklyn, NY, United States
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Technical Support Associate, OTT
The Vimeo OTT Support team is dedicated to making sure our sellers and their customers are getting the most out of Vimeo OTT by constantly providing a positive environment for growth and customer success. We work directly with the product and engineering teams to provide information to help steer product decisions as well as awareness and education around how new product features are to be used effectively. As a Vimeo OTT Seller Support Associate, you will support our sellers in a number of capacities, including: answering technical questions about the Vimeo OTT seller and customer product, creating video and written content for OTT sellers using the platform, being in constant communication with our product and engineering teams regarding platform improvements and issues, and using your technical knowledge to troubleshoot HTML, CSS, & Javascript issues that sellers arise.
What you’ll do:
• Provide fast, efficient email support to our thousands of sellers
• Fully understand the needs of starting and maintaining a successful video business
• Improve and expand HelpScout workflows and reporting for sellers
• Create detailed OTT product documentation for sellers
• Work with the OTT community team to create instructional video walkthroughs of the OTT product for sellers
• Troubleshoot and report technical issues specific to OTT sellers
• Help prospective sellers understand the benefits of OTT compared to other Vimeo products and/or other video hosting services
• Communicate, scale process, and work effectively with the OTT Solutions team to offer the best support possible to all tiers of our sellers
• Provide thorough testing and detailed feedback on the OTT product (live in production or in beta)
• Help run beta-testing programs with our sellers for new parts of the OTT product
• Assist in communicating with our sellers on product updates with email campaigns, in-app messaging, and blog posts.
• Surface relevant enterprise leads to the OTT Business Development team
Skills & knowledge you should possess:
• Excellent written and verbal communication
• Expert technical troubleshooting skills
• Flexibility to help with support queues during nights and weekends
• Familiarity with the basics of web technology and video-streaming apps
• Solid understanding of HTML, CSS, & Javascript
• 2+ years of experience in customer support (the more the better)
• You are self-directed and able to manage your time effectively to meet deadlines
• You are cool as a cucumber under pressure
About us:
Vimeo empowers video creators to tell exceptional stories, and connect with their audiences and communities. Home to more than 70 million members in over 150 countries, Vimeo is the world’s largest ad-free open video platform, providing powerful tools to host, share and sell videos in the highest quality possible. Vimeo is based in New York City, with additional offices in Europe and India. Vimeo is an operating business of IAC (NASDAQ: IAC). Learn more at www.vimeo.com.