Freeway Entertainment Group is providing financial services in the global entertainment industry, specializing in collection account management, revenue sharing, and distribution, and working across independent film and TV productions worldwide.
Since 2001, we have built strong partnerships with leading media rights holders from around the world and have worked on more than 5,000 productions, many of which have been globally successful, like I, Tonya, The Imitation Game, The Night Manager, and The Queen. We have partnerships with more than 10,000 companies worldwide.
Our Data Management Team is seeking a new Customer Support Specialist.
The Customer Support Specialist position involves direct client interaction and is primarily responsible for addressing client inquiries and assisting with their needs. This encompasses activities such as gathering relevant information from clients to replicate application issues, offering comprehensive instructions on application functionality, and obtaining detailed insights into client feature requests. Successful analysts will possess a strong command of the application, adeptly troubleshoot client concerns, and efficiently escalate complex issues to the engineering team when necessary. This role also involves collaboration with the engineering team and utilizes Helpdesk software to facilitate seamless communication with clients.
Join us and become a part of our team, delivering a secure, impartial, and transparent service to collect, administer and disburse revenues generated by audiovisual productions!
Responsibilities
- Provide prompt and professional client support, ensuring timely resolution of issues
- Identify, document, and escalate software issues when necessary, ensuring swift problem resolution
- Address operational concerns within customer product systems, offering corrective actions or guidance
- Collaborate with product and engineering teams to address critical system issues
- Deliver training to clients, guiding them on application usage and functionality
- Identify training needs and suggest appropriate services to bridge client knowledge gaps
- Meet or surpass KPIs related to support ticket resolution
- Participate in weekly customer account reviews with sales support and management
- Cultivate expertise in the company's software applications
- Engage with clients using Helpdesk software
Skills and Knowledge
- Demonstrated ability to work independently in a dynamic environment and meet deadlines efficiently
- Self-motivated, detail-oriented, and highly organized
- Strong communication (both oral and written), interpersonal, organizational, and presentation skills
- Background in Contract/Rights Management systems
- Proficiency in Helpdesk/Customer Service practices
Basic Qualifications
- Minimum of 1 year of experience in customer service or helpdesk roles
- Proficiency in drafting user requirements and user acceptance criteria
- Familiarity with SAAS (Software as a Service) software
- Experience in Client Support and helpdesk operations
- Familiarity with issue-tracking systems
Preferred Qualifications
- Experience with JIRA issue tracking system
- Proficiency in Zendesk helpdesk software
- Knowledge of the Entertainment Industry
Benefits
- Insight into the international film industry and worldwide network of clientele
- Central Budapest location, pleasant working environment
- Fully flexible role with the ability to blend your work and home life to suit your schedule, plus lots of autonomy!
- Fantastic team that genuinely loves working together
- No formal dress codes, bring your full self to work in your own style
- Stable corporate background
- Long-term job opportunities
- Cafeteria benefits and health insurance service
- Pet-friendly workplace
- Plus, we’ll provide you with a competitive salary and benefits
Does all this sound good? If yes…
...applications are welcome in English through the contact form below.