Support Specialist

Company & Team Overview:

Talent Systems is the leading technology solution provider for casting and auditioning to the entertainment industry. Casting directors and agents worldwide use Talent Systems’ portfolio of products to source and manage talent across film, television, commercials, theatre and digital projects, powering an unparalleled, global casting software ecosystem.

We are headquartered in Los Angeles and operate in the US, Canada, UK, Australia and India. Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Cast It Talent, Casting Frontier, Staff Me Up, Cast It Reach and Tagmin

The UK Talent Systems Support team is based in London. The team delivers solutions, troubleshoots issues and provides an over-and-above positive experience for customers around the world.

Job Purpose:

Support Specialists are responsible for working directly with our customers to answer product questions, instruct best practices, and resolve technical problems when using our products and services. They also track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Marketing, and Engineering teams. As a team who works directly with our community, you’ll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company.

Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.

You are continually striving to improve the customer experience. To be successful in this role, you should be an excellent communicator who’s able to earn our customers’ trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all pre and post-sales procedures, ensuring customers continue to expand and renew their relationship with the Talent Systems suite of SaaS solutions.

Duties & Responsibilities: 

• Respond to a high volume of customer emails, chats and phone calls in a timely and considerate manner
• To take payments from customers over the phone and help set up payment plans
• Provide thoughtful, personalised communication to Talent Systems users who have minimal to advanced technical knowledge 
• Identify customer needs and help customers use specific features across a suite of cloud applications, software and workflows
• Investigate technical issues and see them through to a resolution/solution.
• Troubleshoot, analyse and escalate product bugs using JIRA
• Work closely with Tier 1 Support to help with escalations, improve operations workflows and maintaining quality
• Update our internal databases with information about technical issues and useful discussions with customers
• Gather customer feedback and share with our Product, Success and Marketing teams
• Make active contributions to help achieve team KPIs, OKRs, and team initiatives
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Become an encyclopaedia of knowledge on multiple Talent Systems products and solutions
• Provide occasional after-hours and weekend support and in-person support
• To ensure company policies are properly implemented at all times e.g. Health & Safety procedures, Data Protection, etc.
  

Qualifications & Attributes: 

• Familiarity with the entertainment industry and media (ie. video, production, casting)
• Experience with B2B support for media and entertainment platforms a plus
• Customer support experience with cloud technology applications
• Experience handling high volume of phone calls, chats and emails
• Experience with subscription software services and customer billing applications
• Passion for talking to customers all day, every day
• Experience using help desk software, bug management and remote support tools
• Understanding of how CRM systems work
• Willingness to keep a flexible schedule, which will include some weekends and holiday hours
• Excellent communication and problem-solving skills
• Ambition, eagerness and the will to learn and improve upon your own skills
• Multi-tasking abilities
• Patience when handling tough cases
• Displays professionalism with customers and colleagues in high-pressure situations
• BA/BS degree preferred

Inclusion at Talent Systems: 

At Talent Systems we are committed to attracting diverse talent that represents the society we live in and the diversity of our customers. We aim to be inclusive of all staff regardless of age, sexuality, socio-economic background, disability, ethnicity, gender, religion, or beliefs. We are committed to building a culture of belonging and this is reflected in our policies, practices, active internal employee-led network and supported by our executive leadership team. 

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