Community Support Associate (Magisto)

Remote Brand Representatives
ModSquad is a company that provides on-demand digital engagement. ModSquad works with the world’s coolest brands, and we’re oriented around flexibility, people, and results. 
We are looking for community support experts with great customer service experience and an enthusiastic attitude. We currently have a Full-time opportunity for a special person to join the remote support team for Vimeo, a leading online video platform.
Responsibilities include providing ticket support through Zendesk to assist customers that use the Vimeo platform. This role has a special focus on supporting Magisto within Vimeo. Magisto is an online video editor with a web application as well as a mobile app for automated video editing and production aimed at consumers and businesses.

What you’d be doing:

  • Answering tech support and customer service questions via email.
  • Identifying recurring customer issues, helping to solve them, and escalating them to others for review.
  • Staying up-to-date about the latest bugs, feature launches, and policy changes through reading emails from Vimeo’s HQ team.
  • Suggesting customer response templates and online help documentation.
  • Having virtual coffee with us.
  • What we’re looking for:

  • Amazing written English communication skills
  • High Level of Empathetic communication
  • Internet savvy
  • Excellent attention to detail and ability to recognize patterns
  • Comfortable following detailed workflows
  • Great people skills and a desire to learn new things
  • High Technical Troubleshooting Skills and ability to think critically
  • Candidates interested in a long-term position only
  • Ability to help clear up ambiguity around new workflows or customer confusion
  • Ability to understand, retain, and explain support processes in a rapidly-changing team environment
  • Located in the EST or PST timezone. 
  • Bonus qualifications:

  • You’ve got a leg up if you have 2+ years customer service experience (and two legs up for CS related degrees)
  • Experience in / passion for film and video is a plus

  • Some of the best things about being on our team:

  • You can work from your home, a coffee shop, by the pool, or pretty much anywhere you can find secure WiFi.
  • Our salaries and benefits are competitive for our industry.
  • You get a computer and all kinds of software tools for making your work time productive and enjoyable.
  • Our clients are awesome and so are the people that use their products.
  • Positive and supportive management focused on your success.
  • We live in a never-ending stream of meme references and animated GIFs.

  • Modsquad

    ModSquad is a company that provides on demand digital engagement. ModSquad works with the world’s coolest brands, and we’re oriented around flexibility, people, and results.

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