Staff Support Representative Jobs Vacancy in Entertainment Partners Burbank
Entertainment Partners Burbank urgently required following position for Staff Support Representative. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.
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Staff Support Representative Jobs Vacancy in Entertainment Partners Burbank Jobs Details:
With a priority on researching and resolving escalated calls, provide advanced outstanding general and in-depth application support for all EP Products on assigned and escalated client issues. Provide training to Tier 1 & Tier 2 staff on new and existing products, and provide feedback to management regarding the training needs of the teams. The Staff Support Representative must apply solid troubleshooting concepts to fix problems and must understand and execute methods of bringing issues to closure. Must maintain professionalism and call control with all client concerns and issues. Be able to communicate their knowledge in a clear, logical and patient manner via the telephone, email, and in person to Tier 1 & 2 Staff, Navigation, Account Managers, and Clients.
ESSENTIAL & ADDITIONAL RESPONSIBILITIES
Provide outstanding customer service and general in-depth application support for all current and future EP Products as well as provide second tier escalation support and training to Tier 1 & 2 team members. Provide outstanding advanced and in-depth application support for Smart Accounting, SmartTime, Classic Vista, Global Vista, Vista 5, VPO, Movie Magic Budgeting, Movie Magic Scheduling and Licensing systems including How-tos and explanation of general system processes. Perform short-term and advanced data analysis utilizing system knowledge, Salesforce, Knowledge Base articles, reports, Wdbedit, Internet research, and other system-generated output to thoroughly investigate and troubleshoot customer issues prior to escalating to the next level. 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. Assist management with light reporting such as Call Logs and other team reports 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. Adhere to the escalation procedures. Attend Call Logs and Product meetings. Participate in regularly scheduled Team meetings. Participate in monthly Product Support Team meetings. Support and embrace EP CSE behaviors. Support EP Core Values Support EP Mission Statement Support fellow employees
EDUCATION & EXPERIENCE
College degree or equivalent work experience At least 2 years of experience working within a Support Center environment 3-5 years Customer Service experience Proficiency with Windows and Mac Proficient in Microsoft Word, Excel, Outlook
KNOWLEDGE, SKILLS & ABILITIES Excellent communication skills including in person, in writing, email, and speaking to others Excellent Organizational Skills Type a minimum 40 wpm Ability to work independently with minimal supervision on complex issues Ability to work with other departments effectively Ability to multi-task as well as handle multiple client issues at a time Strong Follow Up skills Solid troubleshooting skills and analytical thinking Ability to ensure clients are receiving call backs and follow ups as communicated by the call priority representative Ability to communicate orally and in writing in a clear, professional and concise manner Demonstrate customer service orientation with problem solving and diplomacy skills Detail-oriented Ability to work independently and follow directions related to your job with little follow-up by your manager Ability to diffuse escalated client situations through high level problem solving. Ability to provide good time management.