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Customer Support Associate
Vimeo
Brooklyn, NY, United States
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Customer 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. As a Vimeo OTT Customer Support Associate, you will support our OTT customers in a number of capacities, including: answering technical questions about the Vimeo OTT seller and customer product, creating written content for subscribers using the platform, and being in constant communication with our product and engineering teams regarding platform improvements and issues.
What you'll do:
• Provide fast, efficient email support for the customers of our OTT clients
• Fully understand the needs of starting and maintaining a successful video business
• Work with the OTT support team to improve and expand HelpScout workflows for customers
• Create detailed product documentation for customers
• Troubleshoot and report technical issues specific to OTT customers
• Communicate, scale process, and work effectively with the OTT Solutions and Product teams to offer the best support possible to all customers
• Provide thorough testing and detailed feedback on the OTT product (live in production or in beta)
• Manage the chargeback process for customer billing
• Communicate with customers about platform issues
Skills and 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
• 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).