Staff Support Representative

Product 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, SmartStudio, SmartTime, Movie Magic Budgeting and Scheduling, and SyncOnSet 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 Requirements / 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 air climate (cooling/heating) and moderate noise levels no unusual exposures.
• This job will use a computer, keyboard, monitor, telephone, copier, scan/fax machine as well as other office equipment.
• May occasionally lift, push, or pull material or boxes/materials weighing up to approximately 15 lbs.
• Job is primarily performed sitting at a desk.
• Job requires repetitive use of hands and wrists on a keyboard and viewing a monitor.
• Movement consists of occasional reaching, twisting, turning, and bending to side and above to perform job duties.

Other benefits and perks included are:

• Health, Dental, and Vision options
• 401(k) retirement savings plan and company match
• Paid holidays, vacation time, and sick time
• Participation in company equity plans
• Employee Assistance Program, mental health and wellness programs
• Training and development
• Possibility of hybrid/flexible/schedules
• Annual bonus and merit reviews

The hourly range for this position is $28.00 to $32.00 and will be commensurate with experience related to the position.

Entertainment Partners seeks to employ the most qualified individuals from the available workforce and to provide equal employment opportunity for all persons. Our policy prohibits unlawful discrimination based on race, color, religion, religious creed, sex, gender identity/expression, age, pregnancy, citizenship status, national origin or ancestry, physical or mental disability (whether perceived or actual), medical condition (cancer-related or genetic characteristics-related), sexual orientation, veteran status, medical/family care leave status or any other consideration made unlawful by applicable federal, state, or local laws. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Equal opportunity extends to all aspects of the employment relationship, including recruiting, hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.