Senior Product Support Analyst - Entertainment Tech

Cast & Crew; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

PTO

Parental leave

Tuition reimbursement

Employee discounts

Job summary

Cast & Crew is seeking a technical support analyst to provide expert assistance for our digital solutions in the entertainment industry. You will handle inquiries, diagnose complex issues, and guide customers through configurations.

You will manage the support queue, collaborate with cross-functional teams, and contribute to user guides and training materials. Occasional overtime and weekend rotation may be required.

Qualifications

• Experience in technical support or similar role.
• Familiar with support ticketing systems (Salesforce, Zendesk, Jira).
• Excellent written and verbal communication skills.

Responsibilities

• Communicate with customers to provide clear instructions and expert technical support.
• Offer specialized assistance for Cast & Crew digital solutions and resolve complex issues.
• Lead configuration modifications per customer requests and ensure customized solutions meet needs.
• Maintain customer relationships with timely support and manage the support queue.
• Contribute to user guides and training materials; mentor other analysts.
• Handle complex issue communication and collaborate with the team.

Skills

Technical support

Customer service

Communication

Time management

Leadership

Tools

Salesforce

Zendesk

Jira

Job description

Cast & Crew is seeking a technical support analyst to provide expert assistance for our digital solutions in the entertainment industry. You will handle inquiries, diagnose complex issues, and guide customers through configurations.

You will manage the support queue, collaborate with cross-functional teams, and contribute to user guides and training materials. Occasional overtime and weekend rotation may be required.