Product Support Specialist - Entertainment Tech & Client Advocate

Entertainment Partners; Tempe (AZ); Hybrid; USD 39,000 - 44,000; Full time

Benefits offered by this job

Health, Dental, and Vision

401(k) retirement savings plan with 公司

Paid holidays and vacation

Participation in equity plans

Employee Assistance Program

Training and development

Hybrid/flexible schedules

Annual bonus

Job summary

Entertainment Partners in Tempe, AZ and Burbank, CA is seeking a Product Support Representative to provide best-in-class omni-channel support. You will troubleshoot client issues across EP products such as Accounting, SmartStudio, SmartTime, Movie Magic Budgeting and Scheduling, and SyncOnSet, documenting cases in Salesforce.

The role requires at least 5 years in customer service, comfort with Windows/Mac, and SQL or browser developer tools.

Qualifications

• Minimum 5 years of Customer Service Experience.
• High school diploma (College degree or equivalent work experience).
• Prior experience in a support call center environment strongly preferred (must have prior experience for Staff to Senior level).
• Entertainment industry accounting/payroll background preferred.
• Proficiency with Windows and Mac.
• Proficient in Microsoft Word, Excel, Outlook.
• Aptitude to learn the use of technical products, computer programs and applications, Salesforce CRM.

Responsibilities

• Provide outstanding omni channel support to clients for basic issues and how-to questions, involving current and future EP products.
• Accept and respond to emails from the Salesforce Queue ensuring a thorough, accurate, and professional response.
• Follow processes and procedures for handling interactions with clients and record all client correspondence in Salesforce in real time.
• Remain logged into the phone queue and adhere to the Call Intake, Escalation Process, and all other established departmental processes and procedures.
• Create Knowledge Base articles (KB’s) based on escalations and general knowledge situations.

Skills

Customer service

Communication

Salesforce CRM

Windows

Mac

Education

High school diploma

College degree or equivalent

Tools

Salesforce CRM

Job description

Entertainment Partners in Tempe, AZ and Burbank, CA is seeking a Product Support Representative to provide best-in-class omni-channel support. You will troubleshoot client issues across EP products such as Accounting, SmartStudio, SmartTime, Movie Magic Budgeting and Scheduling, and SyncOnSet, documenting cases in Salesforce.

The role requires at least 5 years in customer service, comfort with Windows/Mac, and SQL or browser developer tools.