The Product Support Analyst position will support Cast & Crew’s digital products designed to streamline payroll, accounting and production activities. This position is highly focused on delivering operational excellence, ensuring accurate results, and providing an exceptional customer experience. The Product Support Analyst provides support to customers and internal product support staff, evaluates user needs, defines technical problems, and works with Product and Development teams to determine solutions. S/he will assist existing customers in implementing solutions and act as intermediary escalation point between the Product Support Analyst and Supervisor, Product Technical Support.

Essential Functions

  • Configure Cast & Crew and CAPS digital solutions per customer requirements
  • Engage with Product, Engineering and Customer Care to assess product defects and enhancements to facilitate release prioritization
  • Facilitate requirements gathering and manage onboarding processes and training for existing customers and new projects
  • Act as Mentor for new and existing team members
  • Provide training for Cast & Crew internal users as needed
  • Build sustainable relationships with customers by providing timely and accurate support
  • Foster strategic customer relationships through regular interaction and communication
  • Manage and log incoming customer/product support calls and emails, providing workable solutions
  • Facilitate trainings, demos and presentations of products, as needed
  • Utilize effective listening in order to understand the needs and requirements of external and internal customers
  • Act as 1st point of escalation from Product Support Analyst

Core Competencies

Communication Skills

  • Excellent communication skills – verbal and written
  • Ability to work effectively and collaboratively within a team
  • Comfortable in group or one-on-one settings
  • Effectively communicate issues that are complex in nature, both verbally and in writing, through various mediums

Product Knowledge

  • Ability to add, change, or support customer workflows, business rules and other requests in a timely and accurate manner
  • Understand user acceptance testing scenarios, confirming correct results
  • Provide updates to and verify accuracy of user guides and training materials

Interpersonal Skills

  • Treats people with respect, using tact and diplomacy
  • Relates well to all levels and kinds of people inside and outside the organization
  • Builds constructive and effective relationships

Team Building

  • Works collaboratively with others 
  • Willingly shares information 
  • Works with team to solve problems and resolve issues
  • Thinks “we” not “I”; works for best solution rather than own solution
  • Promotes a team spirit of common effort and results
  • Actively supports team decisions


  • Proven expertise in the Entertainment Industry and/or a high degree of comfort with technical product support, including detailed troubleshooting
  • Minimum education preferred: Bachelor degree
  • Minimum 5-7 years of accounting, payroll or production experience preferred, preferably in the Entertainment Industry
  • Effective communication and writing skills
  • Ability to organize, analyze, summarize and effectively present complex information
  • Ability to work independently, set priorities and manage multiple tasks in order to meet deadlines while maintaining attention to detail
  • Intermediate level skills with computers and business applications
  • Ability to manage time effectively
  • Working knowledge of online meeting tools (Zoom, WebEx, GoToMeeting)
  • Comfort and skill working within all levels of the department

Special Working Conditions

  • On call or after-hours support may be required
  • Some travel may be required

Physical Demands

  • SEDENTARY - Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, or pull. Involves sitting most of the time, but may involve walking or standing for brief periods of time.

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