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
    • GroovyLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • TorchFrameworks
    • ElasticsearchFrameworks
    • WebpackFrameworks
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • LocalyticsAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • 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)
Vimeo employees can contribute up to $3,500 (for individual plans) and $7,000 (for family plans) annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Vimeo offers offer two healthcare plans: a HealthFund HSA and a PPO. Under the HSA Plan, Vimeo covers 100% of the monthly premium for individual employees.
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vimeo is 100% invested in our employees' future, and to show it we match 100% of pre-tax and Roth contributions, up to 10% of an employee’s annual gross pay. It's 100% awesome.
Company Equity
Stock options are awarded to all new employees in the form of Stock Appreciation Rights. SARs work like stock options, except you don’t have to buy anything or wait until an IPO to cash out :)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Vimeo provides 16 weeks of fully-paid leave to birth parents; and 12 weeks fully-paid leave for employees whose spouse or partner is the birth parent, as well as $1,000 to spend on your bundle of joy.
Flexible Work Schedule
Remote Work Program
Adoption Assistance
Vimeo provides 12 weeks fully-paid leave for employees who become adoptive parents, as well as $5,000 to spend on your bundle of joy.
Company sponsored family events
Take your kids to Vimeo day happens every June.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Not only do we close the office on most national holidays, we also close at 1pm the preceding workday. You know, to give you a head start on chilling out.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Ride the train or park your ride with pre-tax cash (up to $260/month!)
Company Outings
People actually look forward to attending our quarterly company outing, as well as myriad team-building and hang-out events.
Free Daily Meals
We heart mornings: free breakfast Every. Day.
Stocked Kitchen
Unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle.
Happy Hours
The beverage cart makes the rounds every Friday at 4:30 sharp. It's our favorite place to meet new Vimeans (hopefully that's you!)
Parking
We offer free temporary & permanent on-site garage parking (subject to availability).
Pet Friendly
Dogz for dayz on the first Friday of every month!
Relocation Assistance
Talk to your recruiter about assistance with relocation to the Big Apple.
Fitness Subsidies
Hit the gym with discounted gym memberships across NYC & surrounding boroughs. If you prefer to break a sweat on your way to work, we’ve got you covered with on-site bike racks, showers, and lockers
Professional Development Benefits
Job Training & Conferences
You never have to stop learning: Every employee is eligible for up to $5,000 of professional development reimbursement per year.
Tuition Reimbursement
You never have to stop learning: Every employee is eligible for up to $5,000 of professional development reimbursement per year.
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend
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