VimeoSupport Specialist II
Oct. 2022 - Oct. 2024Tel Aviv, Israel- Deliver high-quality, timely responses to support tickets received via email, phone and chat
- Focus on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
- Provide training and support for 15 new Support Level 2 agents - Collaborate with Knowledge Management team to ensure SOPs were developed and up to date company wide
- Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
- Utilize and contribute to support-related documentation, processes, and workflows
- Provide dedicated Enterprise services to our Enterprise customers to ensure customer expectations and satisfaction are met
- Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
- Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
- Consistently meet and exceeded KPI goals by at least 5% bi weekly
- Ability to solve 50+ complex technical cases weekly with an average 95% customer satisfaction score