Product Support Specialist

Extreme Reach•Burbank, CA

2d•$50,000 - $60,000

About The Position

Join the creative revolution at XR! XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it! At XR, you'll join a high-energy, collaborative environment where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive. Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let’s shape the future together! The Opportunity The Product Support Specialist is responsible for client onboarding and product support, guidance, and training for both internal and external users. This role is primarily focused on the Entertainment Payroll product and may extend to other Business Units to engage with Product Owners on other modules.

Requirements

Bachelor’s degree or equivalent experience preferred, plus a minimum of 3-5 years of product support experience
Written communication skills.
High attention to detail
Demonstrated desire to learn new technologies and enhancements to existing technologies
Strong technical skills, ability to adapt to changing technologies with little to no guidance and ability to troubleshoot with little no guidance

Responsibilities

Product support across multiple XR Pay Entertainment Payroll platforms
Provision and maintain user accounts on XR Pay platforms
Configure and update production codes between XR Pay platforms
Train new clients
Demo prospective clients on our systems, and existing clients on new feature rollouts
Assist payees in their use of the portal
Prep client databases for each new year
Create internal and external training videos per XR or client request
Create and maintain XR Pay platform documentation for clients and employees.
Smoke Test Assistance to Devs on large releases and patches on the system
SSO User Account Support
Create, track and help report tickets to our platform Development Teams
Create testing footage for Development Team for various tickets to demonstrate issues when they appear on the system
Test any new releases on Luca & Linx to ensure the update was done on Prod correctly
Point of contact communication between the Development Team and the Client, ensuring to provide updates, document client concerns and requests, and deliver updates on any work done by the Dev Team.
Other duties as related to the above