Product Support Analyst

Product Support Analyst

At Cast & Crew, we've empowered creativity and supported the global entertainment industry for decades. Together with our family of brands, 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

The Product Support Analyst (PSA) role is responsible for providing support to production and/or studio company employees ("Crew"). The role will respond to production employee inquiries by telephone and email for questions that include, but are not limited to, payroll inquiries, employment verification, change of address, cancel and reissue of paychecks.

The PSA is responsible for analyzing the customer's support needs and referring to other internal Cast & Crew departments for follow-up as needed. The PSA is responsible for logging each interaction with the customer in ticket tracking system. The PSA will report to the Supervisor, Production Employee Helpdesk for day-to-day activities.

Core Responsibilities

• Provide exemplary customer support and service to our production employees.
• Research, resolve, and respond to end-user issues/problems/questions received via email, telephone calls, callbacks, or escalations in accordance with current standards and service levels.
• Log and track all inbound correspondence utilizing the current ticket tracking system.
• Provide solutions to user problems to ensure user satisfaction and productivity.
• Transition employee calls to internal departments when necessary.
• Continually deliver timely attendance and high quality of work.
• Develop and maintain positive working relationships with fellow Cast & Crew employees and customers.
• Understand the needs and requirements of internal and external customers and escalate when needed.
• Other duties as assigned.

Key Qualifications

• 2-4 years of generalized experience in a customer support environment, ideally within the Entertainment or other heavily unionized industry.
• Demonstrated ability and history of providing excellent customer support.
• Ability to communicate to a broad, diverse set of customers in a way that addresses their issues or problems in a calm, constructive manner.
• Must have the ability to multi-task, organize, and prioritize in order to meet deadlines while maintaining attention to detail.
• Working knowledge and understanding of payroll processes preferably in the Entertainment industry.
• Creative problem solver who is extremely well organized and accustomed to maintaining meticulous records.
• Knowledge of standard office procedures and practices.
• Exposure and demonstrated ability to use Microsoft Office (Word, Excel, PowerPoint).
• Excellent written and oral communication skills including the ability to compose clear and concise grammatically correct emails and other like correspondence.
• Self-motivated, must be able to work independently.
• Goal and people oriented.
• Ability to maintain positive attitude.
• Must be able to work overtime as needed.
• Must be able to work onsite (Burbank office).
• Must be able to work weekends.
• Minimum education preferred: Bachelor's degree, or relevant experience.

Special Work Conditions

• Must be available to work weekends
• Some overtime required
• 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.

We take care of our people. When you join Cast & Crew, you're backed by a benefits package built around what matters most. From comprehensive medical, dental, and vision coverage, to a 401(k) match, generous PTO, paid parental leave, health and wellness programs, tuition reimbursement, and employee discounts. We're committed to helping you thrive, professionally, and personally.

Benefits are subject to eligibility requirements.

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.

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:

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: $23.00 - $30.00 per hour.