Production Support Analyst
Cast & Crew
Burbank, CAThis was removed by the employer on 6/22/2018 3:58:00 PM PST
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Full Time Job
The Product Technical Support Analysts position will support one of Cast & Crew's digital products designed to streamline production and post-production activities. This role will assist with implementing and training customers on the product. This position is highly focused on delivering operational excellence, ensuring accurate results, providing and exceptional customer experience.
This role requires a high degree of comfort with technical product support, including detailed troubleshooting, strong written and verbal communication abilities and great customer service skills.
Essential Functions
•Identify, analyze and document the implementation lifecycle for Studio+
•Configure the Studio+ application per customer requirements
•Assist with training for Cast & Crew internal users as needed
•Build sustainable relationships with customers by providing timely and accurate support
•Manage and log incoming customer/product support calls providing workable solutions
•Continually deliver timely attendance and high quality of work
Core Competencies
Technical Product Support
•Ability to communicate to a diverse set of customers by delivering clear instructions and providing support of the Studio+ system
•Customer focus including effective listening to understand the needs and requirements of external and internal customers
•Ability to conduct one on one or group setting customer training sessions of the Studio+ system by WebEx or in person
Product Knowledge
•Ability to add or support customer workflows and documents in a timely accurate manner
•Understand testing scenarios confirming correct results
•Ability to update user guides or training materials
Interpersonal Skills
•Treats people with respect
•Relates well to all levels and kinds of people inside and outside the organization
•Is tactful and uses diplomacy
•Builds constructive and effective relationships
•Capable of diffusing tense situations comfortably
Team Building
•Works collaboratively with others
•Willingly shares information
•Works with team to solve problems and resolve issues
•Thinks ''we'' not ''I''; works for best solution rather than own solution
•Promotes a team spirit of common effort and results
•Actively supports team decisions
Requirements
•Minimum education preferred: Bachelor degree
•Minimum 1-2 years of production or post production experience, preferably in the Entertainment industry
•Effective communication and writing skills
•Ability to organize, analyze, summarize and effectively present complex information
•Ability to work independently, set priorities and manage multiple tasks to meet deadlines while maintaining attention to detail
•Intermediate level skills with computers and business applications
•Ability to manage time effectively
•Working knowledge of WebEx/Go to Meeting tools for training demos
•Comfort and skill working with all levels of the organization
Special Working Conditions
•On call or after-hours support may be required
•Some travel may be required
Physical Demands
•The position is performed within an office environment and duties are primarily performed behind a desk. Employees in these positions frequently operate a computer, read and write, and interact with others in person, over the phone, and via email. They move about within the facility in which their desk is located to access file cabinets, documents, office machinery, and other equipment.
Cast & Crew is an equal opportunity employer