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Customer Service Specialist (Tier 2)
JN -112020-3442

JOB TITLE: Customer Support Specialist
Customer Support Specialists are the experts in  Support. A person in this role will provide comprehensive and accurate solutions to complex client questions and issues that may arise when they use our applications. This person will also provide expertise as needed to other representatives and other teams within the company.
The ideal candidate is able to quickly understand client concerns and identify potential avenues for resolution. They then use their expertise and research skills to develop solutions and relay those solutions clearly to the client and other representatives while documenting the interaction with quality detail.


  1. Provide expert-level support for our applications
    1. Review and respond to issues escalated from other support representatives
    2. Respond to customer issues via phone or email
    3. Based on expertise and research, develop solutions in a timely manner
    4. Escalate unresolved issues to the appropriate person or group
  2. Manage help desk tickets in a timely manner
    1. Document all client interactions in the help desk system
    2. Categorize tickets as advised
    3. Maintain statuses and other categorizations to match real-time as closely as possible
  3. Document and process and then direct client feedback to the appropriate person or group
    1. If possible, elicit feedback from the client and record responses in the ticketing system. If explicit feedback is not possible, interpret feedback based on client interaction
    2. When appropriate, advise the appropriate person or group of any noteworthy items revealed in client feedback
  4. Create and maintain knowledge base articles for applications and issues under designated umbrella of responsibility
  5. Advise technical groups on the development of improvements and fixes to our applications
    1. Identify application fixes needed and application improvement opportunities
    2. Document proposed fixes and improvements and submit them accordingly
    3. When fixes and improvements are developed, test the application to confirm that customer expectations are met
  6. Train external and internal stakeholders on our applications. This includes teaching how to use the applications and advising on best practices.



Customer focused
2 Years of experience in one or more of the areas serviced by us such as: film/television production, accounting, and payroll
Undergraduate degree or equivalent work experience
Excellent multitasking ability
Excellent verbal communication skills
Excellent documentation skills
Available to work overtime
Good working knowledge of Microsoft Office


Experience using applications utilized by the areas serviced by us such as: film/television production, accounting, and payroll
Experience in a help desk environment
Experience using a help desk system
Experience using a CRM tool