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.

KEY RESPONSIBILITIES

• Able to handle client issues and how-to questions via phone, email, and chat
• Demonstrate empathy for the clients and act as their advocate, ensuring their issues get resolved
• Follow processes and procedures for managing and documenting interactions with clients
• Complete troubleshooting steps for more complex technical issues
• Serve as the voice of the customer by escalating issues, bug reports, and feedback
• Become proficient in the products, client personas and workflows
• Stay informed of product releases and process changes
• Communicate with and collaborate with peers, leaders, and other cross-functional partners
• Maintain a "client first" approach and uphold EP's core values and mission
  Additional duties as assigned

JOB REQUIRMENTS / QUALIFICATIONS NEEDED

• Minimum 3 years of customer service or technical / SaaS support experience
• Excellent verbal and written communication skills
• Strong critical thinking and troubleshooting skills
• Flexible to work shifts within 6am PT – 6pm PT (Mon-Fri)
• Excellent organizational and time management skills to ensure clients are responded to and cases are resolved in a timely manner
• Experience with Salesforce, Intercom, or similar CRM or ticketing systems (preferred)
• College degree or equivalent work experience (preferred)
• Contact center experience (preferred)
  TV and Film production or payroll experience (nice to have)

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.
  [For Central Casting: This job will involve interaction and exposure to the casting process and creative needs of our clients, which may require exposure to conversations and emails that refer to mature content (i.e., cursing, violence, sex, nudity, drugs or alcohol, etc.) that are within the creative context of what we are casting for television, film, commercials, and new media.]

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 $22.12 to $28.85 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, marital 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.