B2B Tech Support Specialist (ESS) (offline)

B2B Tech Support Specialist (ESS) is a tech support professional working as a part of the Global Enterprise Support Team. Considered as Tier1, the ESS is the first customer interaction point for any issues (technical or other) in the course of enterprise customers using Vimeo products and services. This position is responsible for a first (and lasting) impression of Vimeo’s commitment to our creators’ success and has the unique opportunity to deliver a world class support experience, enabling the customer to resume the usage of our products and services with minimal or no interruptions. The ESS will have solid technical support experience and ability to quickly learn new products and technologies in one of the most pervasive technical fields today.

Job Description

Professionally respond to enterprise customers’ inquiries and resolve complex technical issues via a multi-channel contact center, within predefined SLA’s
Work with relevant stakeholders both at the enterprise customer as well as internally at Vimeo to troubleshoot, provide workarounds when appropriate and resolve complex technical issues
Understand Enterprise customers’ diverse usage scenarios of Vimeo products and technology, and provide added value by educating customers on best practices, by providing timely updates etc.
Maintain ownership of customer’s issue from ticket creation through its complete resolution
Create accurate and detailed ticket documentation of the issue addressed (including troubleshooting steps, workaround details, escalation steps, resolution details etc)
Create and maintain technical knowledgebase articles detailing information as mentioned above
Continuously learn new products and technologies related to Vimeo products, services and technology, as well as industry standards and best practices
Continuously contribute to the entire Enterprise Support team’s collective knowledge
Requirements

At least 3-5 years of experience supporting enterprise customers
Proven track record of:
○ Working as a Tech Support Representative/Engineer in a multi-channel contact center (including, but not limited to phone & email), addressing the needs of enterprise customers with multiple stakeholders

○ Quickly learning new products, services and technologies (supporting SaaS — strong advantage)

○ Troubleshooting technical issues on multiple client platforms and OS (at the very least Windows 7 & 10, OSX 10 and above, iOS & Android)

○ Working with remote access applications and scenarios

○ Working with a ticketing system

Self-starter as well as an exceptional team player
Strong analytical problem-solving skills
Strong command of current video technology and standards (live streaming technology and/or OTT – an advantage) including broadcasting equipment
Good understanding of and working experience with enterprise customers stakeholders (business & technical)
Ability to work in shifts, including a rotating weekend
Customer-focused, realizing that our customer’s success determines ours
Excellent communications skills
Excellent English: Speak, Read, Write (additional languages — an advantage)

About RISK

At RISK, we are the mavericks of the gaming and wagering industry, where taking bold chances is our core philosophy. In an arena where digital entertainment and betting merge, we’re the trailblazers venturing into the unexplored.

Our mission is to forge ahead with pioneering solutions that challenge the status quo. Our vision? To outpace the competition in seizing new markets and to perfect the art of swift and effective establishment in the international gaming sector.

Company website:
https://risk-website.webflow.io/career