Application Support Specialist

The FilmTrack Application Support Specialist position is a client facing position directly responsible for responding to client questions and requests for assistance. This will include collecting information from the client to reproduce an application issue, providing how-to instructions on application usage, or gathering details on a client feature request. Successful analysts will understand how to use the FilmTrack application properly, troubleshoot a client’s issue, escalate issues to engineering if the issue cannot be resolved at 1st level of support engagement, interact with engineering team and use Helpdesk software to communicate with the client.

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The FilmTrack Application Support Specialist position is a client facing position directly responsible for responding to client questions and requests for assistance. This will include collecting information from the client to reproduce an application issue, providing how-to instructions on application usage, or gathering details on a client feature request. Successful analysts will understand how to use the FilmTrack application properly, troubleshoot a client’s issue, escalate issues to engineering if the issue cannot be resolved at 1st level of support engagement, interact with engineering team and use Helpdesk software to communicate with the client.

WHAT WILL YOU DO?
  • Provide client support and issue resolution in a timely and professional manner.
  • Identify, record, and escalate software issues, as needed to ensure timely issue resolution
  • Identify, correct, or advise, on operational issues in customer product systems
  • Interface with product and engineering teams on critical system issues
  • Provide training to client’s, relative to the use and operability of the application
  • Identify training needs and recommend services to fill client knowledge gaps
  • Meet or exceed KPI’s relative to Support ticket resolution
  • Participate in weekly Customer account reviews with sales support and management
  • Become subject matter expert on company’s software applications
  • Interactive with clients using Helpdesk software

WHAT DO YOU NEED TO SUCCEED
Must-Have*
  • 1 years experience in a customer service, helpdesk role
  • 1 year proficiency in writing user requirements and user acceptance criteria
  • 1 year Experience with SAAS software
Skills and Knowledge
  • Experience with Client Support, helpdesk
  • Experience with issue tracking system
  • Able to work independently in a fast-paced environment and efficiently meet deadlines
  • Self-motivated, detail-oriented and organized
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills
  • Contract/Rights Management system background
  • Experience with issue tracking system – JIRA
  • Experience with helpdesk software – Zendesk
  • Entertainment Industry knowledge

*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT


City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.

ABOUT CITY NATIONAL

We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.

City National Bank requires all colleagues to be fully vaccinated against COVID-19 to work on-site at any of our locations.

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