Enterprise Support Specialist

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<strong>This role is fully remote anywhere in the UK</strong><br><p dir="ltr" style="text-align: center;"><br></p><span style="font-weight:700;">                                                                                    Team</span><br><p dir="ltr" style="text-align: center;"><span style="font-weight:400;">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</span></p><p dir="ltr" style="text-align: center;"><br></p><p dir="ltr" style="text-align: center;"><span style="font-weight:700;">Job purpose</span></p><p dir="ltr"><span style="font-weight:400;">Enterprise Support Specialists provide high-quality, thorough, and efficient support to our demand-side clients. This role involves resolving product issues, guiding clients through features and workflows, and acting as a liaison between clients and internal teams. Specialists also collect client feedback, facilitate training, and ensure we consistently meet expectations across the entire lifecycle — from onboarding to ongoing engagement.</span></p> <ul id="isPasted"><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Experience supporting VIP clients in a fast-paced support environment</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Strong written and verbal communication skills</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Tech-savvy and comfortable learning new software quickly</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Patient, empathetic, and able to stay calm under pressure</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Experience with cloud software, help desk tools, and CRMs (e.g., Zendesk, JIRA)</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Ability to work independently, manage competing priorities, and multitask effectively</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Experience worked in a casting office or agency preferred</span></p></li></ul> <span style="font-weight:700;" id="isPasted">Client Support</span><ul><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Respond to a high volume of client inquiries via email, phone, and chat in a timely and thoughtful manner</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Troubleshoot technical issues, report and escalate bugs </span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Follow up with clients to confirm issue resolution and satisfaction</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Recommend best practices and guide clients through product features and workflows</span></p></li></ul><span style="font-weight:700;">Cross-Team Collaboration</span><ul><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Work closely with teammates to ensure consistent support experiences</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Share product feedback or recurring issues with leads or operations team</span></p></li></ul><br><span style="font-weight:700;">Relationship Management</span><ul><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Build and maintain strong working relationships with enterprise clients</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Understand client goals and proactively identify ways to support their success</span></p></li><li dir="ltr" style="font-weight:400;" aria-level="1"><p dir="ltr" role="presentation"><span style="font-weight:400;">Collaborate with Client Success and Business Development teams to ensure unified support</span></p></li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...