Vimeo OTT Customer Support Associate (Wednesday-Sunday)

United Kingdom Brand Representatives
The Vimeo OTT Support team is dedicated to making sure our sellers and their customers are getting the most out of Vimeo OTT by constantly 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 clients 
  • Troubleshoot and report technical issues specific to OTT customers
  • Manage the chargeback process for customer billing
  • Communicate with customers about platform issues
  • Develop a comprehensive understanding of the ins and outs of the OTT platform from an end-user perspective
  • Work with the OTT support team to improve process workflows
  • Ability to test customer scenarios and know when to escalate to a platform specialist
  • Skills and knowledge you should possess:

  • Excellent written and verbal communication
  • Expert technical troubleshooting skills
  • High Level of Empathetic and Technical writing
  • Flexibility to help with support queues during nights and weekends
  • Familiarity with the basics of web technology and video-streaming apps
  • 2+ years of experience in customer support (the more the better)
  • You are self-directed and able to manage your time effectively to meet deadlines
  • You are cool as a cucumber under pressure
  • Bonus qualifications:

  • You’ve got a leg up if you have customer service experience (and two legs up for online support experience beyond 2 years)
  • Experience in / passion for film and video is a plus
  • Your family and friends come to you for all their tech support needs
  • You’ve got a leg up if you have a customer service degree (and two legs up for online support experience beyond 2 years)
  • Other details:

  • Seeking folks in the UK
  • Candidates interested in a long-term position only
  • Schedule: Wednesday-Sunday (Mon/Tues off days) 7 am-4 pm local time, 40 hours a week
  • Pay rate is competitive and dependent on experience
  • Some of the best things about being on our team:

  • You can work from any private and noiseless location with secure high-speed internet access
  • Positive and supportive management focused on your success.
  • 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
  • We live in a never-ending stream of meme references and animated GIFs
  • We work on the weekdays and some weekends. Normal hours would be Wed-Sun 7a-4p local time
  • Security software enabled by ModSquad will need to be installed on your PC.

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