Product Support Analyst

About Cast & Crew

Cast & Crew empowers creativity and supports the global entertainment industry. Together with family brands — Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies — they operate as a combined entertainment technology and services provider offering screenwriting accounting software, digital payroll products, data & reporting, and creative tools.

Responsibilities

• Effectively communicate with a diverse set of customers, delivering clear instructions and technical support
• Diagnose and resolve software and service issues related to Cast & Crew products
• Escalate complex technical issues to senior staff or engineering teams
• Document support cases, resolutions, and workarounds in the knowledge base
• Partner with product and engineering teams to identify recurring issues and advocate for improvements
• Provide training and guidance to clients on product functionality

Required Qualifications

• 2+ years in a customer-facing technical support or software support role
• Excellent written and verbal communication skills
• Strong analytical and troubleshooting abilities
• Experience with CRM or ticketing systems (Salesforce, Zendesk, or similar)

Preferred Qualifications

• Experience in entertainment, media, or payroll software
• Familiarity with Cast & Crew products or competitors
• Experience with SQL or data query tools

Pay

$23–$27/hr based on experience.