Product Support AnalystRegular Full-Time
Hybrid

Position Overview

The Product Support Analyst position supports Cast & Crew’s digital products designed to streamline payroll, accounting and production activities.

This position will assist customers issues or questions encountered while using the product. The ideal candidate is highly focused on delivering operational excellence, ensuring accurate results, and providing an exceptional customer experience. This position requires a high degree of comfort with technical product support, including detailed troubleshooting, strong written and verbal communication abilities and great customer service skills.

Core Responsibilities

• Communicate to a diverse set of customers by delivering clear instructions
• Provide technical support to customers using Cast & Crew and CAPS digital solutions
• Modify configuration of Cast & Crew digital solutions per customer requests
• Add, change, or support customer workflows, business rules and other requests
• Build sustainable relationships with customers by providing timely and accurate support
• Manage support queue and log incoming customer/product support calls and emails, providing workable solutions
• Provide input to incorporate into user guides and training materials
• Communicates issues that are complex in nature, both verbally and in writing, through various mediums
• Other related duties as assigned

Key Qualifications

• Bachelor’s degree or equivalent work experience preferred
• Experience with technical support or a customer service role with a high volume of requests or calls
• Excellent customer service, communication and writing skills
• Excellent time management and prioritization skills
• Ability to work independently, set priorities and manage multiple tasks in order to meet deadlines while maintaining attention to detail
• Working knowledge of online meeting tools (Zoom, WebEx, GoToMeeting)
• Moderate to intermediate level skills with computers and business applications
• Comfort and skill working with all levels of the team
• Ability to work overtime as needed
  • Work schedule 10:00pm-7pm PT,10:30am-7:30pm PT and/or 6am-3pm PT

Preferred Qualifications

• Experience with ticketing systems
• Experience with accounting or payroll technology
• Experience working in the entertainment industry

Special Work Conditions

• Sedentary – Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.