Product Support Analyst

About Us 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 Core Responsibilities - Effectively communicate with a diverse set of customers, delivering clear instructions and expert technical support. - Provide specialized technical support to customers using Cast & Crew's digital solutions, resolving complex issues or questions encountered while using the products. - Lead and guide the modification of configurations of digital solutions per customer requests, ensuring customized solutions meet specific client needs. - Build and maintain strong, long-lasting relationships with customers by providing expert and timely support, ensuring customer satisfaction. - Supervise and manage the support queue, logging and promptly addressing incoming customer/product support calls and emails with effective solutions. - Oversee and address customer requests, including adding, changing, or supporting customer workflows and business rules, with meticulous attention to detail. - Provide strategic input to incorporate into user guides and training materials, enhancing customer support resources. - Lead complex issue communication verbally and in writing through various mediums, providing comprehensive and effective solutions. - Demonstrate leadership skills and mentor other support analysts, fostering a collaborative and high-performing team. - Other related duties and projects as assigned. Key Qualifications - Prior experience in a technical support or similar role. - Knowledge of support ticketing systems, such as Salesforce, Zendesk, Jira, or similar applications. - Exceptional communication and writing skills, delivering clear and expert support to customers. - Ability to work independently, set priorities, and manage multiple complex tasks to meet customer needs. - Advanced skills with computers and business applications, ensuring efficient and effective technical support to customers. - Proven ability to manage time effectively, delivering timely and accurate support to customers and the team. - Familiarity with online meeting tools, such as Zoom, WebEx, or similar applications. - Comfortable and skilled in working with all levels of the team, demonstrating leadership and collaborative capabilities. - 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. 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: Originally posted on Himalayas