Customer Support Representative

This is a Full Time Job

We are looking for an Associate Support Representative! In this role, you will focus on providing best-in-class, omni-channel support. The Associate Support Rep responds to and resolves inbound customer questions and issues primarily through phone, email, and live chat. You will solve technical issues for clients by applying troubleshooting concepts, leveraging internal tools and resources, and following escalation paths. Through case documentation, you will help the organization gain insights on client needs and opportunities to improve client experience.

KEY RESPONSIBILITIES
• Provide outstanding omni channel support to clients for basic issues and how-to questions, involving current and future EP products, including but not limited to, Accounting products, SmartStudio, SmartTime, Movie Magic Budgeting and Scheduling, and SyncOnSet products.

• Accept and respond to emails from the Salesforce Queue ensuring a thorough, accurate, and professional response is provided with a focus on resolving the issue for the client with a single email reply.

• Follow processes and procedures for handling interactions with clients and record all client correspondence in Salesforce in real time, clearly and with quality detail. Always summarizing the issue and solution in the Salesforce case.

• Remain logged into the phone queue and adhere to the Call Intake, Escalation Process, and all other established departmental processes and procedures.

• Create Knowledge Base articles (KB's) based on escalations, new situations and general knowledge situations encountered in working with client issues and EP systems and programs. KB's are for use of EP Personnel and EP clients if applicable.

• Learn about the industry and client personas and become competent in EP products being supported including staying informed of product releases and processes changes.

• Demonstrate empathy for clients and act as their advocate, ensuring their inquiries and claims get resolved.

• Serve as the voice of the customer by escalating issues and feedback through appropriate channels

• Maintain a high degree of confidentiality of client information, data provided by clients and all EP proprietary information such as computer programs and databases

• Complete basic troubleshooting steps for more complex issues

• Submit bug reports and communicate with technical teams regarding issues

• Proficient in the products, client personas, and processes & procedures

• Other duties as assigned

JOB REQUIRMENTS / QUALIFICATIONS NEEDED
• Minimum 0-1 years of Customer Service Experience

• High school diploma (College degree or equivalent work experience)

• Prior experience in a support call center environment strongly preferred (must have prior experience for Staff to Senior level)

• Entertainment industry accounting/payroll background preferred.

• Proficiency with Windows and Mac

• Proficient in Microsoft Word, Excel, Outlook

• Aptitude to learn the use of technical products, computer programs and applications, Salesforce CRM.

Working Conditions
• Able to wear a headset during shift while assigned to the phone queue.

• This job works in a typical office environment with controlled air climate (cooling/heating) and moderate noise levels – no unusual exposures.

• This job will use a computer, keyboard, monitor, telephone, copier, scan/fax machine as well as other office equipment.

• May occasionally lift, push, or pull material or boxes/materials weighing up to approximately 15 lbs.

• Job is primarily performed sitting at a desk.

• Job requires repetitive use of hands and wrists on a keyboard and viewing a monitor.

• Movement consists of occasional reaching, twisting, turning, and bending to side and above to perform job duties.