Client Support Representative

This is a Full Time Job

Client Support Representative (1yr Contract)

Job Summary:

Under the direction of the Director, Tax Incentives and Products, the Client Support Representative works as part of a team responsible for external (client-facing) technology products used to support the Incentives Department operations. This role will interact with EP's client base of film and TV studios, production office accountants and other personnel, as well as with crew and cast members working on productions.

The Client Support Representative duties must be performed consistent with the Company's mission and values and adhere to Company policies and procedures.

Key Duties and Responsibilities:

1. Responsible for reviewing document and project submissions in the EP Residency database on a daily basis, to ensure that projects are kept up-to-date

2. Respond to and resolve enquiries from production workers regarding rejected documents and/or project submissions

3. Follow up with production workers on incomplete submissions and providing reporting to production personnel

4. Provide general assistance to production workers and production office personnel using the EP Residency system

5. Handle requests for documentation retrieval from EP Residency for audits from government tax departments

6. Assist with development of reference materials and other documentation (e.g. release notes) for the EP Residency product

7. Other Duties:

8. Provide support to other members of the Incentives team and/or assist with additional tasks or special projects as required

Qualifications:
• One (1) year experience in a clerical environment
• Track record of providing world-class customer service/support
• Meticulous attention to detail
• Excellent verbal and written communication skills
• Ability to solve problems logically and critically
• Passion for being a customer advocate and for providing the best user experience in adopting new technology
• An understanding and working knowledge of the internet with respect to web-based applications
• Proven ability to learn new software quickly
• Ability to work independently with minimal supervision
• Excellent interpersonal, organizational and time management skills
• A team player willing to assist other staff as required
• Willing to learn and apply coaching
• Knowledge of MS Office suite of software, including Outlook, Teams, Excel, Word and PowerPoint
• Ability to take ownership of and demonstrate integrity and confidentiality in all client interactions
• Strongly identify with our brand and team culture
• Background in or knowledge of film and television industry would be an asset

Working conditions
• Conditions are normal for an office environment

• This person will frequently lift, push, or pull material or boxes weighing up to approximately 15-40 lbs. Movement consists of crawling under desks as well as lifting and moving computer equipment.

• Hybrid work

Please note that only qualified candidates will be considered, and we'll only be following up directly with those selected for next steps.