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: https://www.castandcrew.com/privacy-policy/