Customer Support Representative

About Us :

Entertainment Partners is a global organization that has been a trusted production partner to the entertainment industry for over 45 years, helping clients create and produce great shows, choose the best production location, forecast, manage and track expenses, and pay crew and talent.

As a global leader in entertainment payroll, production finance and production management solutions, EP delivers integrated, digital solutions to support every phase of production.

EP brings together background casting and digital production technology with the Casting Portal, the leading SaaS-based platform that has transformed the way background actors are found, hired, managed and paid, and the iconic and legendary Central Casting.

Entertainment Partners Canada is the lead provider of financial services to the entertainment industry in Canada. We provide financial services to the Motion Picture, Television and Commercial industries along with production management and accounting software services.

Entertainment Partners Canada prides itself on being the best in class from a product / services perspective but we are equally proud to have been Great Places to Work certified since 2017, providing an encouraging, accepting, and interesting work experience for all of our valued employees.

Job Summary :

Under the direction of the Support Manager, the IT Customer Service Representative works as part of a team responsible for various support functions with the IT Department.

The IT Customer Service Representative's duties must be performed consistently with the Company’s mission and values and adhere to Company policies and procedures.

The ideal candidate for the IT Customer Service Representative position is a people-oriented, service-driven professional, who is interested in driving change, process improvement and innovation.

You are a pleasant and collaborative team member, always willing to be helpful and committed to being a high performer. You are extremely detail-oriented and organized - you have the ability and experience to manage IT initiatives with multiple deadlines.

You are comfortable with new technology and new ideas and are eager to offer recommendations to implement ahead of EP Canada’s exciting growth path.

Key Duties and Responsibilities :

• Work under the direction of the Support Manager to provide support to film productions from coast to coast.
• Perform installations, trouble-shoot and provide general support to Clients on EPOL, VISTA, Smart Accounting, EP Live and SQL software;
• Perform software set up, configuration, and customization for shows;
• Follow up on client inquiries to ensure satisfactory resolution of matters;
• Keep record of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken;
• Communicate efficiently and disseminate information to all appropriate levels within the company;
• Escalate issues to the Support Manager as required
• Provide training for Clients on the use of Vista, EPOL, Smart Accounting software; and
• Perform other related duties as assigned by the Support Manager.

Qualifications :

• Training in computer systems, experience with MS operating systems and products or an equivalent combination of education and experience;
• A desire to learn, take on new challenges.
• Excellent attention to detail.
• Advanced level skills in MS Excel;
• An understanding of accounting principles and concepts;
• A background in customer service;
• Excellent communication skills, and telephone manner; and
• An ability to work well, both independently and as part of a small highly effective team.
• Previous experience with trouble-shooting and Level One Computer Help Desk activities
• Previous experience with Vista or Smart Accounting production software
• Familiarity with EPOL and / or EP Live software
Why Work with EP :
• Group RRSP
• Group RRSP
• A great workplace culture, backed by a Great Places to Work certification
• Hybrid work environment
• Casual dress code
• Employee snack program
• Wellness Wallet (Health & Wellness Spending Account)
• Movie ticket reimbursement
• Employee Assistance Program
• Calm app subscription
• Work lunches and events
• Extended health and dental benefits
• Paid time off (Vacation, sick, volunteer, personal days and additional holiday time)
• Commitment to employee growth and development
• Discretionary bonus eligibility
• Flexible work hours
• Employee Value Plan (share grants)
• Family planning support
• Employee Incentive Plan (grants for stellar performance)

Working conditions

• Conditions are normal for an office environment
• The hours of work are 7.5 hours per day, Monday to Friday. Some overtime may be a requirement of this position.
• Hybrid work
30+ days ago