[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Talent Systems, LLC is the leading technology solution provider for casting and auditioning in the entertainment industry. They are seeking a Customer Support Specialist to provide high-quality support to enterprise clients by resolving product issues, guiding clients through features, and ensuring consistent support experiences across the lifecycle.

Responsibilities

• Respond to a high volume of client inquiries via email, phone, and chat in a timely and thoughtful manner
• Troubleshoot technical issues, report and escalate bugs
• Follow up with clients to confirm issue resolution and satisfaction
• Recommend best practices and guide clients through product features and workflows
• Work closely with teammates to ensure consistent support experiences
• Share product feedback or recurring issues with leads or operations team
• Build and maintain strong working relationships with enterprise clients
• Understand client goals and proactively identify ways to support their success
• Collaborate with Client Success and Business Development teams to ensure unified support

Skills

• Comfortable working PST hours (9-5 pm)
• Provide high-quality, thorough, and efficient support to enterprise clients
• Resolve product issues and guide clients through features and workflows
• Act as a liaison between clients and internal teams
• Collect client feedback and facilitate training
• Respond to a high volume of client inquiries via email, phone, and chat in a timely and thoughtful manner
• Troubleshoot technical issues, report and escalate bugs
• Follow up with clients to confirm issue resolution and satisfaction
• Recommend best practices and guide clients through product features and workflows
• Work closely with teammates to ensure consistent support experiences
• Share product feedback or recurring issues with leads or operations team
• Build and maintain strong working relationships with enterprise clients
• Understand client goals and proactively identify ways to support their success
• Collaborate with Client Success and Business Development teams to ensure unified support
• Experience supporting VIP clients in a fast-paced support environment
• Strong written and verbal communication skills
• Tech-savvy and comfortable learning new software quickly
• Patient, empathetic, and able to stay calm under pressure
• Experience with cloud software, help desk tools, and CRMs (e.g., Zendesk, JIRA)
• Ability to work independently, manage competing priorities, and multitask effectively
• Experience worked in a casting office or agency
• BA/BS degree

Company Overview