Job details

Product Support Analyst

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

About Cast & Crew
We grew from a modest small business in 1976 to be the premiere provider of entertainment technology and solutions, staying true to our mission of modernizing content production and leading the digital transformation within the industry. Our cloud-based solutions and industry expertise help streamline the entire production lifecycle and have revolutionized how content is made. We now have a global workforce across a host of storied brands, spanning all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.

Product Support Analyst

Regular Full-Time

Position Overview

The Product Support Analyst plays a critical role in providing technical support and assistance to clients using Cast & Crew's digital products designed to streamline payroll, accounting, and production activities.

This position requires a strong focus on delivering operational excellence, ensuring accurate results, and providing exceptional customer experiences. The Product Support Analyst will be proficient in technical product support, including detailed troubleshooting, and possess excellent written and verbal communication skills.

Core Responsibilities

Effectively communicate with a diverse set of customers, delivering clear instructions and technical support.
Provide expert technical support to customers using Cast & Crew's digital solutions, assisting with issues or questions encountered while using the products.
Modify configurations of digital solutions per customer requests, ensuring the products meet specific client needs.
Build and maintain sustainable relationships with customers by providing timely and accurate support, ensuring customer satisfaction.
Manage the support queue and log incoming customer/product support calls and emails, promptly providing workable solutions.
Address and resolve customer requests, including adding, changing, or supporting customer workflows and business rules.
Provide input to incorporate into user guides and training materials, ensuring comprehensive customer support resources.
Communicate complex issues verbally and in writing through various mediums, delivering concise and effective solutions.
Other related duties and projects as assigned.

Key Qualifications

Prior experience in a technical support or similar role.
Possess effective communication and writing skills, ensuring clear and concise interactions with customers.
Ability to work independently, set priorities, and manage multiple tasks with a keen attention to detail.
Moderate to intermediate level skills with computers and business applications to efficiently support customers.
Ability to manage time effectively, delivering timely and accurate support to customers.
Familiarity with online meeting tools, such as Zoom, WebEx, or similar applications.
Team-oriented - fosters collaborative relationships with all levels of internal teams and stakeholders.
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.

Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location.

The compensation range for this position is:

$23—$26 USD

Benefits

Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew benefits are subject to eligibility requirements.

Due to the high volume of applicants, it is likely that only shortlisted candidates will be contacted.

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/

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.