Core Responsibilities
• Effectively communicate with a diverse set of customers, delivering clear instructions and technical support.
• Provide expert technical support to customers using Cast & Crew’s digital solutions, assisting with issues or questions encountered while using the products.
• Modify configurations of digital solutions per customer requests, ensuring the products meet specific client needs.
• Build and maintain sustainable relationships with customers by providing timely and accurate support, ensuring customer satisfaction.
• Manage the support queue and log incoming customer/product support calls and emails, promptly providing workable solutions.
• Address and resolve customer requests, including adding, changing, or supporting customer workflows and business rules.
• Provide input to incorporate into user guides and training materials, ensuring comprehensive customer support resources.
• Communicate complex issues verbally and in writing through various mediums, delivering concise and effective solutions.
• Other related duties and projects as assigned.
Key Qualifications
• Prior experience in a technical support or similar role.
• Possess effective communication and writing skills, ensuring clear and concise interactions with customers.
• Ability to work independently, set priorities, and manage multiple tasks with a keen attention to detail.
• Moderate to intermediate level skills with computers and business applications to efficiently support customers.
• Ability to manage time effectively, delivering timely and accurate support to customers.
• Familiarity with online meeting tools, such as Zoom, WebEx, or similar applications.
• Team-oriented - fosters collaborative relationships with all levels of internal teams and stakeholders.
• Ability to work occasional overtime as needed.
• Occasional weekend availability as part of a support rotation.
• Experience supporting accounting, payroll, or production products within the entertainment industry is preferred.
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.