Customer Success Associate: Creative Software Support

Cast & Crew Entertainment Services, LLC; Burbank (CA); In loco; USD 28.000 - 37.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision coverage

401(k) match

PTO

Parental leave

Wellness programs

Tuition reimbursement

Employee discounts

Descrizione del lavoro

Cast & Crew Entertainment Services, LLC in Burbank, CA, is hiring a Customer Success Associate to support Final Draft users across desktop, mobile, and cloud apps. You will handle tickets and chats, gather reproduction steps, and guide customers to quick, effective solutions.

This role requires 1+ years in customer support, strong communication, and comfort with Zendesk, Jira, HubSpot, and related tools. You will collaborate across teams, improve knowledge base, and contribute to a smooth

Competenze

• 1+ years of customer support or customer success experience.
• Able to explain technical information clearly to non-technical users.
• Proficient in Windows and macOS; familiarity with iOS/Android a plus.

Mansioni

• Respond to and resolve customer tickets and live chats in Zendesk for Final Draft software.
• Gather information, identify causes, and provide solutions or guidance.
• Troubleshoot software, licensing, activation, sign-in, and collaboration issues.
• Support license holders and educators with instruction on use and best practices.
• Document and track unresolved issues, escalate defects to Engineering via Jira.
• Suggest knowledge base updates and assist with testing and onboarding content.

Conoscenze

Customer support

Zendesk experience

Communication skills

Troubleshooting

Windows & Mac familiarity

Strumenti

Zendesk

Jira

HubSpot

Magento

Centercode

Descrizione del lavoro

Cast & Crew Entertainment Services, LLC in Burbank, CA, is hiring a Customer Success Associate to support Final Draft users across desktop, mobile, and cloud apps. You will handle tickets and chats, gather reproduction steps, and guide customers to quick, effective solutions.

This role requires 1+ years in customer support, strong communication, and comfort with Zendesk, Jira, HubSpot, and related tools. You will collaborate across teams, improve knowledge base, and contribute to a smooth