The Vimeo OTT Support team is dedicated to making sure our sellers and their customers are getting the most out of Vimeo OTT by continually providing a positive environment for growth and customer success. As a Vimeo OTT Customer Support Associate, you will support our OTT customers in a number of capacities, including answering technical questions about the Vimeo OTT seller and customer product, creating written content for subscribers using the platform, and being in constant communication with our product and engineering teams regarding platform improvements and issues.
What you'll do:Provide fast, efficient email support for the customers of our OTT clientsTroubleshoot and report technical issues specific to OTT customersManage the chargeback process for customer billingCommunicate with customers about platform issuesDevelop a comprehensive understanding of the ins and outs of the OTT platform from an end-user perspectiveWork with the OTT support team to improve process workflowsAbility to test customer scenarios and know when to escalate to a platform specialist
Skills and knowledge you should possess:Excellent written and verbal communicationExpert technical troubleshooting skillsFlexibility to help with support queues during nights and weekendsFamiliarity with the basics of web technology and video-streaming apps2+ years of experience in customer support (the more, the better)You’ve got a leg up if you have customer service experience (and two legs up for online support or community experience)You are self-directed and able to manage your time effectively to meet deadlinesYou are cool as a cucumber under pressure
Bonus qualifications:Experience in / passion for film and video is a plusYour family and friends come to you for all their tech support needs
Other details:Seeking folks in the Portland areaCandidates interested in a long-term position onlySeeking folks generally flexible at this stage in terms of working hoursTentatively: Monday - Friday (Sat/Sun off days) 8 am-5 pm local timeLikely would be working later hours on Fridays and potentially other days (compared to an 8-hour workday)Total of 40 hrs/wk (full time)Pay rate is competitive and dependent on experience
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 WiFiOur salaries and benefits are competitive for our industryYou get a computer and all kinds of software tools for making your work time productive and enjoyableOur clients are awesome and so are the people that use their productsWe live in a never-ending stream of meme references and animated GIFs
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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