Customer Support Specialist III - Remote

Overview

Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place.

In Short

• Provide daily support via Salesforce cases and inbound phone calls to crew members and client users.
• Troubleshoot issues and investigate to identify the root cause of a behavior.
• Manage your assigned case log and display ownership of responsibilities.
• Recognize trends and submit Shortcut tickets to report bugs and product requests.
• Identify urgent issues that require engineering intervention.
• Assist the support team to deliver concierge service.
• Assist with developing workflows and best practices for handling customer inquiries.

Requirements

• 2+ years experience in a customer support role in the film and entertainment industry.
• Comfortable speaking on the phone for several hours per day.
• Excellent communicator (verbal, written, and listening).
• Aptitude for problem solving and delivering information with confidence.
• Organized and able to prioritize effectively.
• Tenacious and loves working with others.
• Extremely analytical, meticulous, and organized.
• Comfortable with the rapid pace of an early stage startup.
• Film and Television Production Accounting experience preferred.
• Motion Picture Union Payroll experience preferred.

Benefits

• Unlimited Paid Time Off.
• Work from anywhere in Canada and USA.
• Health and Dental benefits.
• Up to $1500 towards IT set up for your home.
• Up to 2% matching RRSP / 401K.
• Learning and Development opportunities.
• Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service.