About Company: Founded in Los Angeles, the company operates globally with offices in New York, London, Sydney, Vancouver, India, Ukraine, and Poland. As a leading SaaS-based provider in the entertainment industry, it boasts a diverse team of over 400 professionals worldwide.

Roles & Responsibilities:

● Respond to customer queries in a timely and considerate manner, via phone, email or chat

Provide thoughtful, personalized communication to Talent Systems users who have minimal

to advanced technical knowledge

● Work with other Leads in support to ensure everyone globally is aligned

● Assist team members with issues and projects

● Serve as an inspirational guide and a role model that the team can aspire to emulate.

● Identify customer needs and help customers use specific features across a suite

cloud applications, software and workflows

● Investigate technical issues and see them through to a resolution/solution.

● Monitor ticket volume and delegate to team members based on shifting volumes and

priority Assist in ongoing training efforts for new and existing team members

● Handle customer escalations as required

● Troubleshoot, analyze and escalate 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, Sales and Marketing

teams Make active contributions to help achieve team KPIs and OKRs

● Inform customers about new features and functionalities

● Follow up with customers to ensure their technical issues are resolved

● Become an encyclopedia of knowledge on all Talent Systems products and

solutions

● Provide occasional after-hours and weekend support and in-person support

● Assist in training junior team members and cross-training effectively

● Strive to constantly improve overall user experience and be able to analyze team

performance to identify strengths and improvements.

● Identify and contribute to build smart solutions for common customer pain points.

Note: We appreciate every application, however, due to a high volume of applicants, only shortlisted candidates will be contacted.