Customer Success Associate

About Us

At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools.  The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater.  We are a production’s best ally every step of the way. #OneCastOneCrew

• Core Responsibilities

• • Provide exemplary customer support and service to Final Draft users.

  • Research, resolve, and respond to end-user issues/problems/questions received via email, live chats, callbacks, Zooms, or escalations in accordance with current standards and service levels.

  • Troubleshoot issues with Final Draft desktop and cloud software, login systems and purchase histories.

  • Facilitate subscription management and purchasing questions for individual customer licenses.

  • Log and track all inbound correspondence utilizing the current ticket tracking system.

  • Provide solutions to user problems to ensure user satisfaction and productivity.

  • Escalate tickets to supervisor or appropriate departments when necessary.

  • Continually deliver timely attendance and high quality of work.

  • Develop and maintain positive working relationships with fellow Cast & Crew employees and customers.

  • Understand the needs and requirements of customers and escalate when needed.

  • Other duties as assigned.      

  Key Qualifications

  • 2-4 years of generalized experience in a customer support environment, ideally within the Entertainment or other heavily unionized industry.

  • Demonstrated ability and history of providing excellent customer support.

  • Ability to communicate to a broad, diverse set of customers in a way that addresses their issues or problems in a calm, constructive manner.

  • Must have the ability to multi-task, organize, and prioritize in order to meet deadlines while maintaining attention to detail.

  • Working knowledge and understanding of screenwriting processes.

  • Creative problem solver who is extremely well organized and accustomed to maintaining meticulous records.

  • Knowledge of standard office procedures and practices.

  • Excellent written and oral communication skills including the ability to compose clear and concise grammatically correct emails and other like correspondence.

  • Self-motivated, must be able to work independently.

  • Goal and people oriented.

  • Ability to maintain positive attitude. 

  • Minimum education preferred: Bachelor’s degree, or relevant experience.

  Special Work Conditions     

  • Must be available to work weekends

  • Some overtime required

  • Sedentary – Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.

Benefits 

Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew benefits are subject to eligibility requirements.

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

CA residents
Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies.  A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/

Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location. The compensation range for this position is: $20.00 - $27.00 per hour.