Customer Success Associate - Final Draft Software Expert

401 Cast & Crew LLC; California; On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) match

PTO and parental leave

Tuition reimbursement

Employee discounts

Job summary

Cast & Crew is seeking a customer support specialist to respond to tickets and live chats for Final Draft desktop and mobile apps, aiming for first-contact resolution. You will gather details, reproduce steps, and guide users through fixes on Mac, Windows, iOS, and Android.

You'll troubleshoot licensing, sign-in, and collaboration issues, support education and enterprise license holders, and escalate defects to Engineering via Jira while keeping customers informed.

Qualifications

• Intermediate to advanced proficiency with Final Draft software.
• 1+ years of customer support, customer success, or technical support experience.
• Experience in the film, television, or screenwriting industries preferred; script coordinator or writer's assistant experience a plus.

Responsibilities

• Respond to and resolve customer tickets and live chats in Zendesk for Final Draft desktop software, Final Draft Go apps, and Cloud SaaS, aiming for first-contact resolution.
• Gather information about problematic behavior, identify the cause, and provide a solution or hands-on guidance.
• Troubleshoot software, file, account, licensing, and OS issues affecting Final Draft, including sign-in, activation, and collaboration sessions.
• Support enterprise and education license holders and industry professionals with instruction on use and best practices.
• Collect reproduction steps and troubleshooting data, and escape defects to Engineering through Jira with clear priority and impact.
• Document, track, and follow up on unresolved issues so customers stay informed until they're closed.

Skills

Final Draft proficiency

Customer support

Zendesk familiarity

Windows & macOS

Effective communication

Troubleshooting

Tools

Zendesk

HubSpot

Jira

Magento

Centercode

Job description

Cast & Crew is seeking a customer support specialist to respond to tickets and live chats for Final Draft desktop and mobile apps, aiming for first-contact resolution. You will gather details, reproduce steps, and guide users through fixes on Mac, Windows, iOS, and Android.

You'll troubleshoot licensing, sign-in, and collaboration issues, support education and enterprise license holders, and escalate defects to Engineering via Jira while keeping customers informed.