Customer Support Specialist - Remote

Company Overview: Talent Systems, LLC is the leading technology solution provider for casting and auditioning to the entertainment industry. Casting directors and agents worldwide use Talent Systems portfolio of products to source and manage talent across film, television, commercials, theater, and digital projects, powering an unparalleled, global casting software ecosystem. We are headquartered in Los Angeles and operate in the US, Canada, Mexico, UK, Australia, and India. Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Staff Me Up, Tagmin, Casting Frontier, and Cast It Reach. Team Overview: The Talent Systems Support team delivers responsive, knowledgeable, and high-quality support for customers across the globe. With team members distributed across North America, Latin America, Europe, and Asia-Pacific, we work together to resolve issues, share insights, and ensure a consistent experience across all Talent Systems platforms. Job Purpose: Voice Support Specialists deliver high-quality, efficient support to our global customers. This includes answering product questions, guiding customers through features and workflows, and resolving technical issues. Rather than just answering the immediate question, Specialists aim to understand the root of each inquiry and recommend the best solution or workflow. Excellent communication and problem-solving are essential to this role both in writing and on the phone. In addition to handling the full range of day-to-day support requests, Voice Support Specialists are equipped to take on escalated or complex cases that are better suited to a live conversation. In addition to resolving individual tickets, Specialists help identify recurring issues and surface product feedback to the broader team helping us continuously improve our products and the overall customer experience. This role is based in India and requires confident, fluent spoken English and familiarity with the communication norms and expectations of global, primarily Western, customers. ResponsibilitiesRespond to customer questions via email and chat (and occasionally text) in a timely, thoughtful, and clear mannerTroubleshoot technical issues and see them through to resolution, escalating bugs or complex problems when neededGuide customers through product features and workflows to help them achieve their goalsHandle escalated or complex cases that benefit from live phone interactionDe-escalate difficult or emotionally charged customer interactions with calm, empathy, and professionalismCapture and share product feedback, pain points, and recurring issues Keep internal records up to date with helpful notes, known issues, and troubleshooting stepsContribute to team goals by managing a high volume of support requests without sacrificing qualityStay current on new product updates and communicate changes to customers as neededBuild deep product knowledge across all Talent Systems tools RequirementsExcellent communication skills clear, conversational, and helpful with the ability to work effectively with people from diverse countries, backgrounds, and culturesFluent spoken English with confident verbal communication skills; familiarity with Western business communication norms is important in this roleDemonstrated experience in voice or phone-based customer support requiredHigh emotional intelligence: ability to read customer tone, manage difficult conversations, and remain composed during live interactionsStrong customer support experience, ideally in a high-volume email or chat-based environmentTech-savvy and comfortable troubleshooting issues across cloud-based tools and systemsExperience with help desk platforms and CRMs (e.g., Zendesk, JIRA)Familiarity with the entertainment industry or experience supporting video/media tools is a plusOrganized and detail-oriented, with the ability to manage multiple conversations and competing prioritiesComfortable working independently, using sound judgment, and asking for help when neededGraduation degree is a must Company Overview: Talent Systems, LLC is the leading technology solution provider for casting and auditioning to the entertainment industry. Casting directors and agents worldwide use Talent Systems portfolio of products to source and manage talent across film, television, commercials, theater, and digital projects, powering an unparalleled, global casting software ecosystem. We are headquartered in Los Angeles and operate in the US, Canada, Mexico, UK, Australia, and India. Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Staff Me Up, Tagmin, Casting Frontier, and Cast It Reach. Team Overview: The Talent Systems Support team delivers responsive, knowledgeable, and high-quality support for customers across the globe. With team members distributed across North America, Latin America, Europe, and Asia-Pacific, we work together to resolve issues, share insights, and ensure a consistent