Live Video Support Specialist

Job Description

PLEASE NOTE - THE STANDARD SCHEDULE FOR THIS ROLE IS TUES-SAT 9-5 PDT

Vimeo is a leading online video platform with more than 240 million visitors per month. We provide an expansive, high-end toolset for video creators, creative professionals, and businesses to host, manage, and showcase their videos online. Our advanced platform and passionate members are matched by an equally remarkable Support + Community team who provide expert assistance on topics like video playback, Enterprise team management, uploading, live streaming, and API integrations.

The Live Video Support Specialist is a role within the Live Support team. You will be tasked with developing our live video streaming support offering, handling support escalations from both Enterprise and Premium clients, creating internal and external support documentation for live video, and educating our remote support agents on how to best support Vimeo’s live video streaming products.

This is a unique opportunity to be an integral part of a new and exciting growth area within the company, and to gain responsibility as our live video streaming business grows!

What you’ll do:

• Support Enterprise clients and Premium members via phone and email
• Be the point-person for live video and enterprise support escalations
• Provide user-facing help content (“Getting Started” guide, FAQs) for live video streaming
• Develop internal documentation to educate other support agents on how to support live video streaming and enterprise clients
• Escalate bug reports to product and engineering teams
• Basic understanding across all Vimeo platforms, alongside being an expert on Vimeo’s live streaming and enterprise product offerings

Skills and knowledge you should possess:

• 2+ years experience working in customer support and/or account management for live video streaming
• Experience troubleshooting complex technical issues for live video streaming
• Understanding of the mechanics of live video delivery
• Familiarity with multiple support channels (e.g. help desk, live chat, phone)
• Excellent written communication and interpersonal skills
• Remains cool under pressure, especially when interacting with high-priority customers
• Proactive and highly organized approach to work
• Ability to multi-task, manage multiple accounts at once and on an ongoing basis

About us:

Vimeo is the world's leading professional video platform and community. We empower over 200 million users — from creatives to entrepreneurs to the world's largest brands — to grow their business with video. Our products make it easy to create high-quality, impactful videos and to reach teams, audiences and customers anywhere.

Vimeo is powered by a growing team of over 650 passionate, dedicated humans. We're headquartered in New York City with offices around the world. We believe our impact is greatest when our workforce represents the diverse and global community that we serve, and we're proud to be an equal opportunity employer where diversity, equity and inclusion is prioritized in how we build our products, leaders and culture. Learn more at www.vimeo.com/jobs.