At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades.
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. With a global workforce across a host of storied brands, our cloud-based technology and industry expertise span all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.
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
Position Overview
The Product Support Analyst position will support Cast & Crew’s digital products designed to streamline payroll, accounting and production activities. The Product Support Analyst will assist customers issues or questions encountered while using the product and is highly focused on delivering operational excellence, ensuring accurate results, and providing an exceptional customer experience. This role requires a high degree of comfort with technical product support, including detailed troubleshooting, strong written and verbal communication abilities and great customer service skills.
Core Responsibilities
- Communicate to a diverse set of customers by delivering clear instructions
- Provide technical support to customers using Cast & Crew’s digital solutions
- Modify configuration of digital solutions per customer requests
- Build sustainable relationships with customers by providing timely and accurate support
- Manage support queue and log incoming customer/product support calls and emails, providing workable solutions
- Add, change, or support customer workflows, business rules and other requests in a timely and
- accurate manner
- Provide input to incorporate into user guides and training materials
- Communicates issues that are complex in nature, both verbally and in writing, through various mediums
- Other duties as assigned
- Work schedule 7am-4pm Pacific; some weekends required
Key Qualifications
- Effective communication and writing skills
- Ability to work independently, set priorities and manage multiple tasks in order to meet deadlines while maintaining attention to detail
- Moderate to intermediate level skills with computers and business applications
- Ability to manage time effectively
- Working knowledge of online meeting tools (Zoom, WebEx, GoToMeeting)
- Comfort and skill working with all levels of the team
- Ability to work overtime as needed.
Preferred Qualifications
- Bachelor’s degree preferred
- Minimum 1-5 years of accounting, payroll or production experience preferred, preferably in the Entertainment industry
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.
The compensation range for this position is $23.00 to $27.00 per hour. 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.
Benefits
Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Life/AD&D; LTD, additional voluntary benefits such as STD, Vision, paid vacation, holidays, and sick pay; 401(k) and employer match, Additional Life Insurance, health and wellness programs, employee discounts, and other perks!
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. Candidates must be currently authorized to work in the U.S.
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.