Support Representative

EP | Central Casting•Tempe, AZ

71d•$22 - $29

About The Position

At Entertainment Partners and Central Casting, we are committed to creating an environment where every employee is seen, where ideas, thoughts and perspectives are shared openly, and where fearless innovation is encouraged. Weaving diversity, equity, and inclusion into who we are will drive our competitiveness by encouraging creativity and enhanced decision making. We help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials. Feel the satisfaction of doing work that directly impacts the most exciting industry in the world. EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do. Are you looking for the next opportunity to revolutionize an industry? If so.... We are looking for a Product Support Representative to provide best-in-class, omni-channel support. In this role you will solve technical issues for clients by applying troubleshooting concepts, leveraging internal tools and resources, and following escalation paths. Through case documentation, you will help the organization gain insights on client needs and opportunities to improve client experience. This is an exciting opportunity to join a global organization and support the people who make your favorite films and TV shows.

Requirements

Minimum 3 years of customer service or technical / SaaS support experience
Excellent verbal and written communication skills
Strong critical thinking and troubleshooting skills
Flexible to work shifts within 6am PT – 6pm PT (Mon-Fri)
Excellent organizational and time management skills to ensure clients are responded to and cases are resolved in a timely manner
Experience with Salesforce, Intercom, or similar CRM or ticketing systems (preferred)
College degree or equivalent work experience (preferred)

Nice To Haves

Contact center experience (preferred)
TV and Film production or payroll experience (nice to have)

Responsibilities

Able to handle client issues and how-to questions via phone, email, and chat
Demonstrate empathy for the clients and act as their advocate, ensuring their issues get resolved
Follow processes and procedures for managing and documenting interactions with clients
Complete troubleshooting steps for more complex technical issues
Serve as the voice of the customer by escalating issues, bug reports, and feedback
Become proficient in the products, client personas and workflows
Stay informed of product releases and process changes
Communicate with and collaborate with peers, leaders, and other cross-functional partners
Maintain a “client first” approach and uphold EP’s core values and mission
Additional duties as assigned