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Zendesk Systems Administrator and Analyst

| Greater NYC Area

Vimeo plans to use Zendesk as the communication hub for support teams across all our product (Vimeo Core, Vimeo OTT, Livestream, and Hardware). With our current Zendesk instance growing in complexity with every additional team it supports, we’re looking for a Zendesk Systems admin and analyst to handle day-to-day maintenance tasks and issue investigation, as well as generate in-depth (and accurate) metrics reports when needed. You’ll also work with the Head of Operations to develop new workflows in Zendesk and ensure no existing workflows break as a result.

WHAT YOU’LL DO:

  • Own maintenance for Vimeo’s Zendesk configuration, including troubleshooting bugs in current workflows and custom apps, across all support teams.
  • Drive optimization by documenting pain points and feature requests surfaced by agents across all support teams
  • Work with the Head of Operations and Support Engineer to develop new workflows and custom Zendesk apps
  • Vet third party apps that could potentially improve the support experience our our agents or users
  • Generate weekly or monthly metrics reports for all support managers and ad-hoc reports when requested by department leadership
  • Develop a strong relationship with our partners at Zendesk to ensure any problems on their platform are resolved with minimal business impact

SKILLS & KNOWLEDGE:

  • Bachelor’s Degree (analytics-related field is a plus)
  • 2+ years Experience in an operations position on a customer service team
  • Demonstrated ability for fully understanding and fine-tuning systems
  • Interest in design thinking
  • Patience with those who can’t naturally describe the root problem
  • Zendesk Certified Support Administration is a plus

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 80 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)
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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