• Job Description

  Req#: 413832

  At Entertainment Partners we help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials. Feel the satisfaction of doing work that directly impacts the most exciting industry in the world while fostering a work environment with the nimbleness of a start-up but the stability of a blue chip. EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do.

  Are you looking for the next opportunity to revolutionize an industry? If so....

  We are looking for a Staff Support Representative. The Staff Support Representative is a hero for our clients by saving their day. You will be part of a team that works with some of the biggest Hollywood Film and TV studios, that make the movies and shows we love to watch.

  In this role you will provide world-class application support experience with a client success mindset for our Studio and Production clients. Typical activities include answering a wide array of questions, provide education on complex issues, self-resolutions and offer value-added service. All the while building trust with our customers and provide quality results in efficient manners.

  The ideal candidate should have Entertainment Industry knowledge on the onboarding and payroll processes in production offices. They will apply solid troubleshooting concepts to fix problems and must understand and execute methods of bringing issues to closure. The Staff Support Representative must be able to communicate their knowledge in a clear, logical and patient manner via the telephone, email, Salesforce, and in person.

  KEY RESPONSIBILITIES

  • Provide outstanding support for EP’s New SmartTime product via chat, email, or phone as well as provide second tier escalation support and training to Tier 1 & 2 team members.
  • Become an expert in New SmartTime and proficient in the processes and products that interact with it.
  • Record all client correspondence in Salesforce in real time, clearly and with quality detail.
  • Proactively assist with or take ownership of high visibility or volatile client issues/calls where advanced expertise or troubleshooting skills are required to reach a solution.
  • Write, review, and update Knowledge Base articles using company tools and procedures.
  • Demonstrate a high level of professionalism, always showing respect for the client and for fellow employees.
  • Escalate issues appropriately and responsibly including technical bugs, setup issues, security questions, and sales inquiries.
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across both sales and product.
  • Support EP Core Values, Mission Statement, and fellow employees.

  JOB REQUIREMENTS/QUALIFICATIONS NEEDED

  • College degree or equivalent work experience.
  • 1+ years in production payroll, payroll accounting, or production accounting (preferred).
  • 1+ of experience in customer support (preferred)[MS1] .[EL2]
  • Experience working with EP’s SmartTime products (nice to have).
  • Proficiency with Windows and Mac.
  • Proficient in Microsoft Word, Excel, Outlook.
  • Excellent verbal and written communication skills both with customers and within an organization.
  • Excellent organizational skills, detail-oriented, with ability to multi-task.
  • Ability to work independently with minimal supervision on complex issues.
  • Ability to work with other departments effectively.
  • Self-motivated and willing to take ownership of issues and follow through with solutions.
  • Solid troubleshooting skills and analytical thinking.
  • Ability to work independently and follow directions related to your job with little follow-up by your manager.

• About the company

  Reinventing how the Entertainment Industry works and interacts to make production simple.

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