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Customer Support Specialist
Revolution Global Solutions LLC
Burbank, CA
Uh oh, this posting was removed on 6/14/2021 1:06:00 PM PST
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Customer Support Specialist- Payroll Experience a+
JOB OVERVIEW
Customer Support Specialists will provide comprehensive and accurate solutions to complex client questions and issues that may arise when they use Revolution applications. This person will also provide expertise as needed to other representatives and other teams within the company.
The ideal candidate has good working knowledge of film, television, and commercial payroll. They quickly understand client concerns and can identify potential avenues for resolution. They then use their expertise and research skills to develop solutions and relay those solutions clearly to the client and other representatives while documenting the interaction with quality detail.
RESPONSIBILITIES AND DUTIES
1. Provide expert-level support for Revolution's applications
a. Review and respond to issues escalated from other support representatives
b. Respond to customer issues via phone or email
c. Based on expertise and research, develop solutions in a timely manner
d. Escalate unresolved issues to the appropriate person or group
2. Manage help desk tickets in a timely manner
a. Document all client interactions in the help desk system
b. Categorize tickets as advised
c. Maintain statuses and other categorizations to match real-time as closely as possible
3. Document and process and then direct client feedback to the appropriate person or group
a. If possible, elicit feedback from the client and record responses in the ticketing system. If explicit feedback is not possible, interpret feedback based on client interaction
b. When appropriate, advise the appropriate person or group of any noteworthy items revealed in client feedback
4. Create and maintain knowledge base articles for applications and issues under designated umbrella of responsibility
5. Advise technical groups on the development of improvements and fixes to Revolution's applications
a. Identify application fixes needed and application improvement opportunities
b. Document proposed fixes and improvements and submit them accordingly
c. When fixes and improvements are developed, test the application to confirm that customer expectations are met
6. Train external and internal stakeholders on Revolution's applications. This includes teaching how to use the applications and advising on best practices.
Requirements
.Customer focused
.1-2 Years of experience working with union and non-union payroll in film or television production and/or commercial payroll
.Undergraduate degree or equivalent work experience
.Excellent multitasking ability
.Excellent verbal communication skills
.Excellent documentation skills
.Detail-oriented
.Available to work overtime
.Good working knowledge of Microsoft Office.
Pluses
.Experience in one or more of the areas serviced by Revolution, including: film/television production, accounting, and payroll
.Experience in a help desk environment
.Experience using a help desk system
.Experience using a CRM tool
.Call Center experience
.Payroll experience for Union and Non Union employees in the Film, Television and/or Commercial industries HIGHLY desirable.
Don't worry we have a lot of jobs on the site like this one;
Browse all jobs
Browse the Accounting/Finance Category
Browse the Marketing Category
Search for Customer Support Specialist jobs in Burbank-CA
Customer Support Specialist- Payroll Experience a+
JOB OVERVIEW
Customer Support Specialists will provide comprehensive and accurate solutions to complex client questions and issues that may arise when they use Revolution applications. This person will also provide expertise as needed to other representatives and other teams within the company.
The ideal candidate has good working knowledge of film, television, and commercial payroll. They quickly understand client concerns and can identify potential avenues for resolution. They then use their expertise and research skills to develop solutions and relay those solutions clearly to the client and other representatives while documenting the interaction with quality detail.
RESPONSIBILITIES AND DUTIES
1. Provide expert-level support for Revolution's applications
a. Review and respond to issues escalated from other support representatives
b. Respond to customer issues via phone or email
c. Based on expertise and research, develop solutions in a timely manner
d. Escalate unresolved issues to the appropriate person or group
2. Manage help desk tickets in a timely manner
a. Document all client interactions in the help desk system
b. Categorize tickets as advised
c. Maintain statuses and other categorizations to match real-time as closely as possible
3. Document and process and then direct client feedback to the appropriate person or group
a. If possible, elicit feedback from the client and record responses in the ticketing system. If explicit feedback is not possible, interpret feedback based on client interaction
b. When appropriate, advise the appropriate person or group of any noteworthy items revealed in client feedback
4. Create and maintain knowledge base articles for applications and issues under designated umbrella of responsibility
5. Advise technical groups on the development of improvements and fixes to Revolution's applications
a. Identify application fixes needed and application improvement opportunities
b. Document proposed fixes and improvements and submit them accordingly
c. When fixes and improvements are developed, test the application to confirm that customer expectations are met
6. Train external and internal stakeholders on Revolution's applications. This includes teaching how to use the applications and advising on best practices.
Requirements
.Customer focused
.1-2 Years of experience working with union and non-union payroll in film or television production and/or commercial payroll
.Undergraduate degree or equivalent work experience
.Excellent multitasking ability
.Excellent verbal communication skills
.Excellent documentation skills
.Detail-oriented
.Available to work overtime
.Good working knowledge of Microsoft Office.
Pluses
.Experience in one or more of the areas serviced by Revolution, including: film/television production, accounting, and payroll
.Experience in a help desk environment
.Experience using a help desk system
.Experience using a CRM tool
.Call Center experience
.Payroll experience for Union and Non Union employees in the Film, Television and/or Commercial industries HIGHLY desirable.
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