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Software Support Specialist
2 weeks ago
Software Support Specialist
Location: Hybrid or Remote
Department: Product Support
Reports To: Director of Product Support
About Revolution Entertainment Services
Revolution Entertainment Services (RES) is a leading provider of entertainment payroll, accounting, and production management software serving film, television, and commercial productions. Our mission is to simplify complex production workflows through innovative software and exceptional service.
We support a full suite of production tools including:
- ProHire – Crew onboarding, start forms, and production setup
- ProBooks – Accounting and cost reporting
- ProPay – Payroll and timecard management
- SetKeeper – Document distribution and production collaboration
- OneRevolution – Integrated production platform unifying all RES applications
Position Summary
The Software Support Specialist serves as the first line of contact for Revolution's clients, providing expert-level technical and functional support across all applications. This role requires excellent problem-solving skills, customer empathy, and the ability to collaborate cross-functionally with Product, Development, and Payroll teams to resolve client issues efficiently.
Key Responsibilities:
- Provide timely and professional support to clients via email, chat, and phone.
- Diagnose and troubleshoot software-related issues within the product suite.
- Guide clients through product workflows such as crew onboarding, cost reporting, and payroll processing.
- Collaborate with internal teams to escalate and resolve technical bugs or system outages.
- Maintain detailed and accurate case notes in the ticketing system (Salesforce Service Cloud).
- Document and update client-facing knowledge base articles.
- Participate in new product release testing and regression validation.
- Assist in client onboarding and training sessions when needed.
- Identify recurring issues and suggest process or product improvements.
Required Qualifications:
- 2+ years of experience in software support, customer success, or technical helpdesk roles.
- Excellent written and verbal communication skills.
- Strong analytical and troubleshooting skills with attention to detail.
- Excellent soft skills including professionalism, empathy, patience, and problem solving.
- Experience with CRM or ticketing platforms (Salesforce, Zendesk, or similar).
- Proficiency with Microsoft Office.
Preferred Qualifications:
- Strong understanding of production accounting, payroll, or entertainment industry workflows.
- Familiarity with union/guild timecard processing and cost reporting workflows.
- Basic understanding of SQL, APIs, or SaaS product environments.
- Experience with training, documentation, or QA testing preferred.
- Prior experience with Salesforce Service Cloud
