Support Representative

EP | Central Casting • Tempe, AZ

71d • $22 - $28

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

Nice To Haves

• Experience with Salesforce, Intercom, or similar CRM or ticketing systems
• College degree or equivalent work experience
• Contact center experience
• TV and Film production or payroll experience

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

Benefits

• Health, Dental, and Vision options
• 401(k) retirement savings plan and company match
• Paid holidays, vacation time, and sick time
• Participation in company equity plans
• Employee Assistance Program, mental health and wellness programs
• Training and development
• Possibility of hybrid/flexible/schedules
• Annual bonus and merit reviews

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees