Product Support Analyst

Cast & Crew; Florida; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid PTO

Paid parental leave

Tuition reimbursement

Employee discounts

Job summary

Cast & Crew is seeking a detailed-oriented technical support professional to assist a diverse range of clients using our entertainment technology solutions. You will deliver clear, expert guidance, troubleshoot complex issues, and tailor configurations to meet client needs within a collaborative team.

Ideal candidates bring proven experience with ticketing systems, strong written and verbal communication, and the ability to mentor junior analysts while handling overtime and occasional weekend

Qualifications

• Prior experience in a technical support or similar role.
• Knowledge of support ticketing systems, such as Salesforce, Zendesk, Jira, or similar applications.
• Exceptional communication and writing skills, delivering clear and expert support to customers.
• Ability to work independently, set priorities, and manage multiple complex tasks to meet customer needs.
• Advanced skills with computers and business applications, ensuring efficient and effective technical support to customers.
• Proven ability to manage time effectively, delivering timely and accurate support to customers and the team.
• Familiarity with online meeting tools, such as Zoom, WebEx, or similar applications.
• Comfortable and skilled in working with all levels of the team, demonstrating leadership and collaborative capabilities.
• 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.

Responsibilities

• Effectively communicate with a diverse set of customers, delivering clear instructions and expert technical support.
• Provide specialized technical support to customers using Cast & Crew's digital solutions, resolving complex issues or questions encountered while using the products.
• Lead and guide the modification of configurations of digital solutions per customer requests, ensuring customized solutions meet specific client needs.
• Build and maintain strong, long-lasting relationships with customers by providing expert and timely support, ensuring customer satisfaction.
• Supervise and manage the support queue, logging and promptly addressing incoming customer/product support calls and emails with effective solutions.
• Oversee and address customer requests, including adding, changing, or supporting customer workflows and business rules, with meticulous attention to detail.
• Provide strategic input to incorporate into user guides and training materials, enhancing customer support resources.
• Lead complex issue communication verbally and in writing through various mediums, providing comprehensive and effective solutions.
• Demonstrate leadership skills and mentor other support analysts, fostering a collaborative and high-performing team.
• Other related duties and projects as assigned.

Skills

Tech support

Customer comms

Ticketing systems

Independent work

Computer skills

Time management

Zoom/WebEx

Leadership

Overtime availability

Weekend rotation

Entertainment industry experience

Tools

Salesforce

Zendesk

Jira

Job description

About Us

At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production’s best ally every step of the way. #OneCastOneCrew

Core Responsibilities

• Effectively communicate with a diverse set of customers, delivering clear instructions and expert technical support.
• Provide specialized technical support to customers using Cast & Crew's digital solutions, resolving complex issues or questions encountered while using the products.
• Lead and guide the modification of configurations of digital solutions per customer requests, ensuring customized solutions meet specific client needs.
• Build and maintain strong, long-lasting relationships with customers by providing expert and timely support, ensuring customer satisfaction.
• Supervise and manage the support queue, logging and promptly addressing incoming customer/product support calls and emails with effective solutions.
• Oversee and address customer requests, including adding, changing, or supporting customer workflows and business rules, with meticulous attention to detail.
• Provide strategic input to incorporate into user guides and training materials, enhancing customer support resources.
• Lead complex issue communication verbally and in writing through various mediums, providing comprehensive and effective solutions.
• Demonstrate leadership skills and mentor other support analysts, fostering a collaborative and high-performing team.
• Other related duties and projects as assigned.

Key Qualifications

• Prior experience in a technical support or similar role.
• Knowledge of support ticketing systems, such as Salesforce, Zendesk, Jira, or similar applications.
• Exceptional communication and writing skills, delivering clear and expert support to customers.
• Ability to work independently, set priorities, and manage multiple complex tasks to meet customer needs.
• Advanced skills with computers and business applications, ensuring efficient and effective technical support to customers.
• Proven ability to manage time effectively, delivering timely and accurate support to customers and the team.
• Familiarity with online meeting tools, such as Zoom, WebEx, or similar applications.
• Comfortable and skilled in working with all levels of the team, demonstrating leadership and collaborative capabilities.
• 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.

We take care of our people.

When you join Cast & Crew, you're backed by a benefits package built around what matters most. From comprehensive medical, dental, and vision coverage, to a 401(k) match, generous PTO, paid parental leave, health and wellness programs, tuition reimbursement, and employee discounts. We’re committed to helping you thrive, professionally, and personally.

Benefits are subject to eligibility requirements.

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

CA residents

Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies. A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/