Customer Support Consultant (US)

Location: Los Angeles and Boston

Department: Customer Consulting

Type: Full Time

Min. Experience: Mid Level

REAL Software Systems (RSS), a leading enterprise software company, is seeking excellent Customer Support Consultants to provide world-class application support, project management, and application training services to our customers.

RSS is a worldwide leader providing software solutions for the management of intellectual property rights and financial obligations related to profit participation, royalty, and revenue sharing agreements.

The Customer Consultant role is dynamic and fast paced. An ideal candidate will be quick thinking, creative, collaborative, and willing to learn. Team members work primarily on the support of our enterprise class software product and participate in all aspects of that support, from responding to issues through to training and project management.

Team members work concurrently on multiple projects and issues of varying sizes, independently and in teams; thus effective time management, teamwork, and communication skills are essential.  This position offers a great deal of varied and challenging work with a lot of opportunity for learning and growth.

Responsibilities include:

  • Responding to customer inquiries
  • Triaging, prioritizing and diagnosing customer issues
  • Managing customer issues to completion
  • Working with other groups to solve complex customer issues
  • Application training

There is occasional travel and some regular after hours, weekend, and holiday work.

Desired Knowledge/Skills:

  • Degree in Computer Science, Information Technology, or other related field
  • Highly responsive with excellent communication skills
  • Ability to respond gracefully under pressure
  • Great analytical and problem solving skills
  • Experience working with Microsoft Office applications
  • Experience with enterprise class financial software
  • Experience with relational database systems
  • 1-2 years of experience in supporting computer software

Must be eligible to work in the US without sponsorship.

Location:  Boston, MA and Woodland Hills, CA

Department: Customer Consulting

Company Overview

REAL Software Systems (RSS) develops and implements software to support intellectual property commerce. RSS' proven deal management platform, Alliant, has been chosen by market leaders in Entertainment, Publishing, Music, Consumer Products, High Technology, and Life Sciences to manage the complexity and uniqueness of intellectual property rights, royalties, and revenue-sharing deals. RSS customers include organizations such as Abbott Laboratories, Activision Blizzard, British Broadcasting Company (BBC), Metro Goldwyn Mayer (MGM), Microsoft, Dell, Netflix, Electronic Arts, Public Broadcasting Service (PBS), Sony Computer Entertainment, Getty Images, Hasbro, Houghton Mifflin Harcourt, IBM, and other exciting organizations.

Culture

RSS is a medium-sized company currently located in Los Angeles, Boston, and London. RSS is an apolitical environment where corporate hierarchies are purposely kept to a minimum. Members of our team (even new ones) enjoy a unique amount of responsibility. We encourage collaboration and the open exploration of ideas. As a result, our team members feel that RSS has many of the most attractive features of a start-up with the security and rewards of a well- established company. RSS provides opportunities for rapid professional growth based on a team member's interests and abilities. One of the greatest benefits of the RSS environment is its intellectually stimulating and interdisciplinary work setting.

Recruiting Philosophy

RSS looks for proactive, detail-oriented people who would thrive in an apolitical and merit-based environment. RSS is selective in its hiring process and offers opportunities for individuals of all academic backgrounds and levels of experience. RSS hires based on Aptitude, Attitude, Curiosity, and Experience (AACE), which allows us to find exceptional team members who display a positive attitude mixed with an insatiable curiosity to learn.

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