Support Specialist, Operations

**Company & Team Overview**:
Talent Systems is the leading technology solution provider for casting and auditioning to the entertainment industry. Casting directors and agents worldwide use Talent Systems' portfolio of products to source and manage talent across film, television, commercials, theatre and digital projects, powering an unparalleled, global casting software ecosystem.

We are headquartered in Los Angeles and operate in the US, Canada, UK, Australia and India. Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Cast It Talent, Casting Frontier, Staff Me Up, Cast It Reach and Tagmin

The UK Talent Systems Support team is based in London. The team delivers solutions, troubleshoots issues and provides an over-and-above positive experience for customers around the world.

**Job Purpose**:
Support Operations Specialists are responsible for developing, documenting and executing procedures and training to the support team as well as creating documentation to help our customers to answer product questions, instruct best practices, and resolve technical problems when using our products and services. They also track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Marketing, and Engineering teams. As a team who works directly with our community, you'll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company.

Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.

You are continually striving to improve the customer experience. To be successful in this role, you should be an excellent communicator who's able to earn our customers' trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all pre and post-sales procedures, ensuring customers continue to expand and renew their relationship with the Talent Systems suite of SaaS solutions.

**Duties & Responsibilities**:

- Evaluating online user behavior patterns to identify customer support requirements and developing informative content aimed at promoting independent problem-solving
- Establishing and defining internal processes and ensuring policies and processes are maintained
- Work closely with Tier 1 & 2 Support to help with escalations, improve operations workflows and maintaining quality
- Create training documentation/material and train new Support Specialists and other departments
- Identifying knowledge gaps and provide guidance to all Support Specialist
- Creating templates, dashboards, schedules and other admin as needed by the team
- Provide thoughtful, personalised communication to escalated Talent Systems users
- Investigate technical issues and see them through to a resolution/solution
- Managing escalated payment queries and escalations through Reculry
- Troubleshoot, analyse, escalate and manage product bugs using JIRA
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Gather customer feedback and share with our Product, Success and Marketing teams
- Make active contributions to help achieve team KPIs, OKRs, and team initiatives
- Become an encyclopaedia of knowledge on multiple Talent Systems products and solutions
- Provide occasional after-hours and weekend support and in-person support
- To ensure company policies are properly implemented at all times e.g. Health & Safety procedures, Data Protection, etc.

**Qualifications & Attributes**:

- Familiarity with the entertainment industry and media (ie. video, production, casting)
- Experience with B2B support for media and entertainment platforms a plus
- Passion for talking to customers all day, every day
- Experience using help desk software, bug management and remote support tools
- Understanding of how CRM systems work
- Willingness to keep a flexible schedule, which will include some weekends and holiday hours
- Excellent communication and problem-solving skills
- Ambition, eagerness and the will to learn and improve upon your own skills
- Multi-tasking abilities
- Patience when handling tough cases
- Displays professionalism with customers and colleagues in high-pressure situations
- BA/BS degree preferred

**_Inclusion at Talent Systems:_**
- At Talent Systems we are committed to attracting diverse talent that represents the society we live in and the diversity of our customers. We aim to be inclusive of all staff regardless of age, sexuality, socio-economic background, disability, ethnicity, gender, religion, or beliefs. We are committed to building a culture of belonging and this is reflected in our policies, pr