Support Specialist II, Billing

Support Specialist II, Billing

Vimeo's Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to join our Support efforts as a Support Specialist II - Billing. The ideal candidate will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.

This role requires being at the office 1-2 days a week.

This role will report to a Customer Support Manager and will contribute directly to Vimeo's Support efforts – with focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

What you'll do:

• Deliver high-quality, timely responses to Billing-related support tickets submitted by customers
• Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
• Contribute to support-related documentation, processes, and workflows
• Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
• Become an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand

Knowledge, skills, and abilities:

• 2+ years in a billing-related support/customer service role/experience and a passion for achieving the highest level of customer satisfaction
• Prior experience with SaaS (Software as a Service) Billing software, preferably with in-depth knowledge of recurring billing, invoicing, subscription management functionalities, and tax calculations.
• Excellent written and spoken English communication skills.
• A knack for investigating unexpected technical issues and determining the cause(s).
• Ability to support our global customer base in a 24/7/365 environment.
• A quick learner who thrives in a fast-paced, high-energy environment.
• Experience in an omnichannel support organization, providing support via tickets, phone, and chat.
• Proactive mindset in approaching day-to-day work.
• Experience with Zendesk or other ticketing systems is a plus.
• Familiarity with video technology and other technical concepts is a plus.