Customer Support Associate - Vimeo OTT - East Coast

Remote
Careers – Brand Representatives
Full Time
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 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
    • 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’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 deadlines
    • You are cool as a cucumber under pressure

Bonus qualifications:

    • Experience in / passion for film and video is a plus
    • Your family and friends come to you for all their tech support needs

Other details:

    • Seeking folks in the Eastern Time Zone
    • Candidates interested in a long-term position only
    • Seeking folks generally flexible at this stage in terms of working hours
    • Tentatively: Monday - Friday (Sat/Sun off days) 8 am-5 pm local time.
    • Likely 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 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
    • We live in a never-ending stream of meme references and animated GIFs
About Vimeo:
Vimeo empowers video creators to tell exceptional stories, and connect with their audiences and communities. Home to more than 70 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. 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

About ModSquad:
ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world’s coolest brands, including the NFL, Sony, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad's expertise to work. With experienced Mods available in 50+ languages in 50+ countries, we’re your squad for the digital world. Visit us at modsquad.com.

Individuals seeking employment at ModSquad are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.