Customer Support Specialist Entertaiment background

2 weeks ago


Newark, United States HIGH BRIDGE CONSULTING LLC Full time
Our Client a Tech Giant in the publishing space is looking for an experienced Partner Support Specialist in the Newark, NJ office

Job Overview:
The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global client's marketplaces. This position requires a blend of technical proficiency, strong communication skills, proactive problem-solving abilities, and a commitment to delivering exceptional customer support. This will be a hybrid role aligning with team support.

Key Responsibilities:
  1. Tier 1 Reactive Support:
Address basic inquiries received via Accounting/Royalties shared mailboxes using standardized blurbs.
Handle requests for mapped log-in emails, unique security codes (OIDs), general questions about statement formatting, navigation of ESP, and timing of statement availability.
  1. Tier 2 Reactive Support:
Utilize internal platforms to deep dive into technical issues and provide customized assistance to ESP users.
Escalate technical issues to client's FinTech stakeholders via SIM ticketing and financial errors/non-English inquiries to the appropriate Royalties stakeholders.
Track and resolve escalation tickets in a timely manner and provide updates to partners regarding longer resolution times.
Conduct custom troubleshooting, including screen share walkthroughs and phone support as needed.
  1. Proactive Support:
Reach out to partners who have not yet signed into ESP and offer onboarding assistance.
Collaborate with global royalty members to identify ESP pain points and provide feedback for product development/enhancements.
Adapt internal updates and communications from Product and FinTech into reactive response blurbs for new development rollouts and Client issues.
Maintain global ESP support metrics/data and suggest improvements to enhance the ESP experience.
Establish SOPs for newly discovered recurring issues and collaborate with global Royalties teammates and other departments to escalate and resolve issues promptly.
Provide speedy responses to basic ESP/statement inquiries and contribute to enhancing client's reputation as a reliable business partner.
  1. Tracking
For all Reactive and Proactive requests, maintain metrics around supplier name, contact date/time, issue encountered, resolution date/time, etc.
Using gathered metrics, suggest improvements to enhance the ESP experience.
Prepare regular reports status of ESP login rate and issues encountered.

Qualifications:
  • Previous experience in technical support or customer service roles, preferably within the digital publishing or entertainment industry.
  • Proficiency in Microsoft Excel and data management.
  • Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
  • Strong problem-solving skills, attention to detail, and a proactive mindset towards customer support.
  • Multi-lingual preferred.
  • Familiarity with data analysis preferred.



  • Newark, United States Highbridge Consulting LLC Full time

    Our Client a Tech Giant in the publishing space is looking for an experienced Partner Support Specialist in the Newark, NJ office Job Overview: The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global client's marketplaces. This position requires a blend of...


  • Newark, United States Highbridge Consulting LLC Full time

    Our Client a Tech Giant in the publishing space is looking for an experienced Partner Support Specialist in the Newark, NJ office Job Overview: The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global client's marketplaces. This position requires a blend of...


  • Newark, United States HIGH BRIDGE CONSULTING LLC Full time

    Job DescriptionJob DescriptionOur Client a Tech Giant in the publishing space is looking for an experienced Partner Support Specialist in the Newark, NJ officeJob Overview:The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global client's marketplaces. This...

  • Support Specialist

    3 weeks ago


    Newark, United States Michaels Stores Full time

    Support Specialist page is loaded **Support Specialist** **Support Specialist** locationsSecaucus-400 Mill Creek Dr time typePart time posted onPosted Yesterday job requisition idR00131336 Store - NWK-SECAUCUS, NJ**We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the...


  • Newark, United States Avispa Technology Full time

    Job DescriptionJob DescriptionPartner Support Specialist 1310084 A leading podcast and audiobook company is seeking a Partner Support Specialist. The successful candidate will play a crucial role in providing customer support to users of our Earning Statements Portal (ESP) across our global marketplaces. This include responding to inquiries, tickets, and...


  • Newark, United States Insight Global Full time

    We is looking for a Customer Experience Specialist to join our fast-growing team as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class service to our valued users and will be pivotal in setting the bar for standard and excellence in the travel space.We work in a fun, collaborative and entrepreneurial...


  • Newark, United States Conserve Development Full time

    We are seeking a Customer Service Specialist to join our team! In this role, you will be responsible for providing exceptional customer service to our valued clients. Your goal will be to ensure customer satisfaction and enhance the overall customer experience. **Responsibilities**: - Provide outstanding customer service and support in a timely manner -...


  • Newark, United States Softinc Full time

    Must be a USC or GC holder Must work on a w2 **NO 3rd party/no sponsorship** SOFT's client, located in Newark, NJ is looking for a Business Support Specialist for a long term contract assignment. This is a hybrid position. This position supports energy efficiency program delivery through a combination of internal and external resources to meet program...


  • Newark, United States Magnit Full time

    Customer Support - Data Analysis - Data Management - Excellent Communication Skills - Metrics - Problem-Solving - Product Development - SOPS - Strong Communication Skills - Technical Support - Description: **Partner Support Specialist (TEMP)** The Partner Support Specialist (TEMP) will play a crucial role in providing tier 1 and tier 2 support to users of...


  • Newark, United States Horizon Services Full time

    Job DescriptionJob DescriptionAbout the Job: We are searching for a dynamic Customer Relations Specialist to complete handle customer concerns.Responsibilities:Confer with customers by telephone or in person to provide information about products and services, cancel accounts, or obtain details of complaintsCheck to ensure that appropriate changes were made...


  • Newark, United States ZAR IT Solutions Full time

    Job DescriptionJob DescriptionJob Overview:The Partner Support Specialist will play a crucial role in providing tier 1 and tier 2 support to users of our Earning Statements Portal (ESP) across Global Client marketplaces. This position requires a blend of technical proficiency, strong communication skills, proactive problem-solving abilities, and a commitment...

  • Trade Specialist

    1 week ago


    Newark, United States Hire Point Recruiting Full time

    About the job Trade Specialist Trade SpecialistAbout Us: Our client is a prestigious law firm known for providing exceptional legal services in the field of international trade law. We are seeking a highly skilled and motivated Trade Specialist to join our dynamic team of legal professionals. If you have a deep understanding of trade regulations, customs...


  • Newark, United States Stefanini, Inc Full time

    **Stefanini Group is hiring!** Exciting opportunity awaits, let us help you get started! We are hiring a **Business Support Specialist** for a key client of ours in Newark, NJ. This position supports billing, implementation, and vendor management support within the energy efficiency program of a major utilities company. You will provide analytical and...

  • Clinical Specialist

    3 weeks ago


    Newark, United States Medsurg Sales Staffing Full time

    Job DescriptionJob DescriptionBlue chip medical device manufacturer is looking to fill a "clinical specialist" position. They have a great compensation plan, extensive healthcare and retirement benefits packages (401k, pension and stock). Company will also pay for your car, gas, expenses, cell phone, laptop, etc. Superior leadership and extensive support...


  • Newark, United States Veterans Benefits Administration Full time

    Summary As a Program Support Specialist you will: Work with Vocational and Rehabilitation and Employment operations, practices and procedures. Responsibilities Program Specialist supports Vocational Readiness and Employment (VR&E) staff assigned to supervise and assist participants of Chapter 31 and Chapter 36, Title 38, U.S. Code. Assistance is required in...


  • Newark, United States Veterans Benefits Administration Full time

    Summary As a Program Support Specialist you will: Work with Vocational and Rehabilitation and Employment operations, practices and procedures. Responsibilities Program Specialist supports Vocational Readiness and Employment (VR&E) staff assigned to supervise and assist participants of Chapter 31 and Chapter 36, Title 38, U.S. Code. Assistance is required in...


  • Newark, United States Licking County Board of Development Disabilities Full time

    Behavior Support Specialist Duties: In this role, youll work with people with developmental disabilities and a team of skilled professionals to develop and implement behavior intervention strategies to ensure the best possible outcomes for the people we support. The Organization: Since 1967, the Licking County Board of Developmental Disabilities has been...


  • Newark, United States Licking County Board of Developmental Disabilities Full time

    Behavior Support SpecialistDuties: In this role, you'll work with people with developmental disabilities and a team of skilled professionals to develop and implement behavior intervention strategies to ensure the best possible outcomes for the people we support.The Organization: Since 1967, the Licking County Board of Developmental Disabilities has been...


  • Newark, United States Licking County Board of Developmental Disabilities Full time

    Behavior Support Specialist Duties: In this role, you'll work with people with developmental disabilities and a team of skilled professionals to develop and implement behavior intervention strategies to ensure the best possible outcomes for the people we support. The Organization: Since 1967, the Licking County Board of Developmental Disabilities has been...


  • Newark, United States Rutgers University Full time

    **Position Details**: - Position Information**Recruitment/Posting Title** - Peer Support Specialist II**Job Category** - Staff & Executive - Healthcare**Department** - UBHC-Acute Treatment-NWK**Overview** - Rutgers University Behavioral Health Care (UBHC), established in 1971, offers a full continuum of evidence based behavioral health and addiction...