Enterprise Support Specialist

| Greater NYC Area

The Enterprise Support Specialist is a tech support professional working as a part of the Enterprise Support Team.The ESS is the first customer interaction point for any issues (technical or other) in the course of enterprise customers using Vimeo products and services. This position is responsible for a first (and lasting) impression of Vimeo’s commitment to our creators’ success and has the unique opportunity to deliver a world class support experience, enabling the customer to resume the usage of our products with minimal or no interruptions. The ESS will have solid technical support experience and ability to quickly learn new products and technologies in one of the most pervasive technical fields today.

What you’ll do:

  • Professionally respond to enterprise customers’ inquiries and resolve complex technical issues via a multi-channel contact center, within predefined SLA’s
  • Work with relevant stakeholders both at the enterprise customer as well as internally at Vimeo to troubleshoot, provide workarounds when appropriate and resolve complex technical issues
  • Understand enterprise customers’ diverse usage scenarios of Vimeo products and technology, and provide added value by educating customers on best practices, by providing timely updates etc.
  • Maintain ownership of customer’s issue from ticket creation through its complete resolution
  • Create accurate and detailed ticket documentation of the issue addressed (including troubleshooting steps, workaround details, escalation steps, resolution details etc)
  • Create and maintain technical knowledgebase articles detailing information as mentioned above
  • Continuously learn new products and technologies related to Vimeo products, services and technology, as well as industry standards and best practices

Skills & knowledge you should possess:

  • At least 3-5 years of experience supporting enterprise customers
  • Proven track record of:
    • Working as a Tech Support Representative/Engineer in a multi-channel contact center, addressing the needs of enterprise customers with multiple stakeholders
    • Quickly learning new products, services and technologies (supporting SaaS - strong advantage)
    • Troubleshooting technical issues on multiple client platforms and OS (at the very least Windows 7 & 10, OSX 10 and above)
    • Working with remote access applications and scenarios
    • Working with a ticketing system
  • Self-starter as well as an exceptional team player
  • Strong analytical problem-solving skills
  • Strong command of current video technology (live streaming technology and/or OTT – an advantage)
  • Good understanding of and working experience with enterprise customers stakeholders (business & technical)
  • Ability to work in shifts, including a rotating weekend
  • Customer-focused, realizing that our customer’s success determines ours

About us:

At Vimeo, our mission is to empower video creators to tell exceptional stories and connect with their audiences and communities. Home to more than 90 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.

We work hard to enable creators of all kinds to succeed, and to that end, we prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and creativity. We’re committed to building a company and a community where people thrive by being themselves and are inspired to do their best work every day.

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.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
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    • Google AnalyticsAnalytics
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    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
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    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Vimeo is home to a highly ambitious, super innovative, and lovingly hilarious team. Come find us working hard and laughing loads at our HQ in Chelsea.

An Insider's view of Vimeo

What are some social events your company does?

Vimeo loves to break it down on the dance floor so it's tradition to make sure that happens! Events cater to a variety of interests and lets you try something new with your Vimeo family. From karaoke to channel your inner Celine, scavenger hunts for the adrenaline rush, to paint nights that let your creative genius shine - we do it all with loveo!

Tenniel

HR Manager

What projects are you most excited about?

We just moved our main serving stack to a cloud environment, so now we get to modernize our infrastructure to take advantage of that: we get to take everything apart and put it back together in a more automated, reliable, and sustainable way.

Mike

Lead Site Reliability Engineer

What unique initiatives do you have that encourage innovation?

We believe the best ideas come from anywhere. Our biggest product launches have come from Vimeo Jams (hackathons), Creator Lab experiments, contributing to open source protocols, engaging our community, and crowdsourcing across the company. Innovation isn’t a buzz word to us – it's how we push the boundaries of storytelling and empower creators.

Anjali

CEO

How do you collaborate with other teams in the company?

At Vimeo, collaboration takes many shapes and forms. It could be a simple direct message, it could be pulling up a chair and code-pairing, or it could be a team meeting. The key is being able to easily and efficiently collaborate from department to department. Vimeo provides all the tools necessary to make that happen.

Dan

Front-End Engineer

What are Vimeo Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend
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