Product Support Analyst & Customer Solutions Lead

Cast & Crew Entertainment Services, LLC; Florida; On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Generous PTO

Paid parental leave

Tuition reimbursement

Employee discounts

Job summary

Cast & Crew Entertainment Services, LLC is seeking a Product Support Analyst in Florida to provide specialized technical support to customers of our entertainment software solutions.

You will manage the support queue, guide configuration changes, and help ensure client success through clear communication and collaboration with cross-functional teams.

This role emphasizes independent work, timely issue resolution, and mentoring junior analysts, with occasional overtime and weekend rotation.

Qualifications

• Experience in a technical support role with ticketing systems.
• Excellent written and verbal communication.
• Ability to work independently and manage multiple tasks.
• Familiarity with Zoom/WebEx or similar tools.
• Experience with accounting, payroll, or production software in entertainment is preferred.

Responsibilities

• Provide specialized technical support to Cast & Crew customers.
• Manage and prioritize the support queue.
• Guide configuration changes to meet client needs.
• Build enduring customer relationships through timely support.
• Mentor other analysts and share knowledge.
• Contribute to user guides and training materials.
• Communicate complex issues clearly across mediums.
• Handle other duties as assigned.

Skills

Technical support

Strong communication

Time management

Team leadership

Tools

Salesforce

Zendesk

Jira

Job description

Cast & Crew Entertainment Services, LLC is seeking a Product Support Analyst in Florida to provide specialized technical support to customers of our entertainment software solutions.

You will manage the support queue, guide configuration changes, and help ensure client success through clear communication and collaboration with cross-functional teams.

This role emphasizes independent work, timely issue resolution, and mentoring junior analysts, with occasional overtime and weekend rotation.