Entertainment Tech Support Associate (Omni-Channel)

Entertainment Partners; Tempe, Northern (AZ, KY); Hybrid; USD 66,125,000 - 74,390,000; Full time

Benefits offered by this job

Health, Dental, Vision

401(k) with company match

Paid holidays

Vacation and sick time

Equity plans

Employee Assistance Program

Training and development

Hybrid/flexible schedules

Annual bonus

Job summary

Entertainment Partners is seeking an Associate Support Representative in Tempe, AZ to provide best-in-class omni-channel support for EP products such as Accounting, SmartStudio, SmartTime, and Movie Magic. You will handle inquiries via phone, email, and live chat, document issues in Salesforce, and assist clients with troubleshooting and knowledge base creation.

You will learn EP products and industry trends, demonstrate empathy, and act as the voice of the customer while upholding

Qualifications

• 0–1 year of customer service experience
• Experience in a support call center is preferred
• Entertainment industry accounting/payroll background preferred
• Proficiency with Windows and Mac
• Microsoft Word, Excel, Outlook proficiency
• Aptitude to learn Salesforce CRM

Responsibilities

• Provide outstanding omni-channel support to clients for basic issues and how-to questions across EP products
• Respond to emails from the Salesforce Queue with thorough, accurate replies
• Record all client interactions in Salesforce in real time with clear summaries
• Follow Call Intake, Escalation, and other department procedures
• Create KB articles based on escalations and new situations
• Stay informed about product releases and process changes
• Demonstrate empathy and act as the client's advocate
• Escalate issues as the voice of the customer
• Maintain confidentiality of client data and EP information
• Assist with basic troubleshooting and communicate with technical teams

Skills

Customer service

Multichannel support

Empathy

Communication

Problem-solving

Education

High school diploma or equivalent

Tools

Windows

Mac

Microsoft Word

Excel

Outlook

Salesforce CRM

Job description

Entertainment Partners is seeking an Associate Support Representative in Tempe, AZ to provide best-in-class omni-channel support for EP products such as Accounting, SmartStudio, SmartTime, and Movie Magic. You will handle inquiries via phone, email, and live chat, document issues in Salesforce, and assist clients with troubleshooting and knowledge base creation.

You will learn EP products and industry trends, demonstrate empathy, and act as the voice of the customer while upholding