Staff Support Representative

At Entertainment Partners and Central Casting, we are committed to creating an environment where every employee is seen, where ideas, thoughts and perspectives are shared openly, and where fearless innovation is encouraged. Weaving diversity, equity, and inclusion into who we are will drive our competitiveness by encouraging creativity and enhanced decision making.

We help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials. Feel the satisfaction of doing work that directly impacts the most exciting industry in the world. EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do.

Are you looking for the next opportunity to revolutionize an industry? If so....

We are looking for a Product Support Representative to provide best-in-class, omni-channel support. In this role you will solve technical issues for clients by applying troubleshooting concepts, leveraging internal tools and resources, and following escalation paths. Through case documentation, you will help the organization gain insights on client needs and opportunities to improve client experience. This is an exciting opportunity to join a global organization and support the people who make your favorite films and TV shows.

This is a hybrid position available in our Tempe, AZ and Burbank, CA office.

KEY RESPONSIBILITIES

• Provide outstanding omni channel support to clients for basic issues and how-to questions, involving current and future EP products, including but not limited to, Accounting products, Smart Studio, Smart Time, Movie Magic Budgeting and Scheduling, and Sync On Set  products.
• Accept and respond to emails from the Salesforce Queue ensuring a thorough, accurate, and professional response is provided with a focus on resolving the issue for the client with a single email reply.
• Follow processes and procedures for handling interactions with clients and record all client correspondence in Salesforce in real time, clearly and with quality detail. Always summarizing the issue and solution in the Salesforce case.
• 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, new situations and general knowledge situations encountered in working with client issues and EP systems and programs. KB’s are for use of EP Personnel and EP clients if applicable.
• Learn about the industry and client personas and become competent in EP products being supported including staying informed of product releases and processes changes.
• Demonstrate empathy for clients and act as their advocate, ensuring their inquiries and claims get resolved.
• Serve as the voice of the customer by escalating issues and feedback through appropriate channels
• Maintain a high degree of confidentiality of client information, data provided by clients and all EP proprietary information such as computer programs and databases
• Works independently to resolve cases and can support less experienced team members
• Proficient in troubleshooting using technical tools including SQL database or Chrome developer tools
• Handles more complex escalations or reviews bug reports for other team members
• Supports training program through shadowing
• Acts as the voice of the customer in cross-functional meetings
• Proficient-Expert in the products, client personas, and processes & procedures
• Other duties as assigned

JOB REQUIRMENTS / QUALIFICATIONS NEEDED

• 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.

Working Conditions

• Able to wear a headset during shift while assigned to the phone queue.
• This job works in a typical office environment with controlled…