Is a conversation the same thing as a ticket? If not, what are the differences? Is this just another example of a software company getting a little too precious with its nomenclature? We’ve had customers ask about why we use the term “conversations” to describe what our help desk does. “conversations”Īt Help Scout, we don’t use the term “support tickets.” Instead, we refer to the interactions between customers and support teams as “conversations.” This isolates customer requests so that nothing gets overlooked and makes it easy to search for and find specific interactions.Īnd while “support ticket” is a logical way to describe how support software works, it makes less sense when companies use the term in their interactions with customers. Each request gets its own unique ticket with a unique ticket number. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base! Other rewards may include bonus or commission, Restricted Stock Units (RSUs), paid time off, generous 401k match, wellbeing resources, and more.When it comes to describing how support software works, the terminology makes sense. Base salary is just one component of Vimeo’s total rewards philosophy. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment and a candidate’s home base. The base salary range listed above is for candidates located in the U.S., including the New York City metro area.Īt Vimeo, we strive to hire and nurture amazing talent across the globe.
#Vimeo support ticket plus
Understanding of the mechanics of live video delivery.Experience troubleshooting complex technical issues for live video streaming.2 years in a support/customer service role/experience and a passion for archiving the highest level of customer satisfaction.Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments.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.Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders.Contribute to support-related documentation, processes, and workflows.Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff.Deliver high quality, timely responses to support tickets submitted by customers troubleshooting the Live Product Area (Vimeo Live, Livestream, Webinars, etc).Your daytime shift will be Sunday - Thursday or Tuesday - Saturday shifts. The ideal candidate for this role will have a consistent 5 day work schedule that includes one weekend day. This role will report to a Customer Support Manager/ Senior 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.
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. Vimeo’s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to oversee our Support efforts as a Support Specialist II.
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