Customer Support Specialist - Remote (India)

*This is a complete remote position. Candidate must be available for rotational Shift based on the business requirements. * 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. T eam 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. Excellent communication skills — clear, conversational, and helpful — with the ability to work effectively with people from diverse countries, backgrounds, and cultures Fluent spoken English with confident verbal communication skills; familiarity with Western business communication norms is important in this role Demonstrated experience in voice or phone-based customer support required High emotional intelligence: ability to read customer tone, manage difficult conversations, and remain composed during live interactions Strong customer support experience, ideally in a high-volume email or chat-based environment Tech-savvy and comfortable troubleshooting issues across cloud-based tools and systems Experience with help desk platforms and CRMs (e.g., Zendesk, JIRA) Familiarity with the entertainment industry or experience supporting video/media tools is a plus Organized and detail-oriented, with the ability to manage multiple conversations and competing priorities Comfortable working independently, using sound judgment, and asking for help when needed Graduation degree is a must Respond to customer questions via email and chat (and occasionally text) in a timely, thoughtful, and clear manner Troubleshoot technical issues and see them through to resolution, escalating bugs or complex problems when needed Guide customers through product features and workflows to help them achieve their goals Handle escalated or complex cases that benefit from live phone interaction De-escalate difficult or emotionally charged customer interactions with calm, empathy, and professionalism Capture and share product feedback, pain points, and recurring issues Keep internal records up to date with helpful notes, known issues, and troubleshooting steps Contribute to team goals by managing a high volume of support requests without sacrificing quality Stay current on new product updates and communicate changes to customers as needed Build deep product knowledge across all Talent Systems tools