{"id":3290371,"url":"https://alion.io/job/talent-systems-customer-support-specialist-remote-india","title":"Customer Support Specialist - Remote (India)","company":{"id":3023364,"name":"Talent Systems","domain":"talentsystems.com","url":"https://alion.io/company/talent-systems","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-06T16:33:08Z","employer_posted_date":null,"last_verified_at":"2026-09-06T16:33:08Z","board_verified":false,"closed_at":null,"days_open":55,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":55},"description":"*This is a complete remote position based in India. Candidate must be available for rotational Shift based on the business requirements. *\n\nCompany Overview:\nTalent 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.\n\nWe 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.\n\nTeam Overview:\nThe 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.\n\nJob Purpose:\nVoice 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.\n\nExcellent 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.\n\nIn 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.\n\nThis role is based in India and requires confident, fluent spoken English and familiarity with the communication norms and expectations of global, primarily Western, customers.Responsibilities\nRespond to customer questions via email and chat (and occasionally text) in a timely, thoughtful, and clear manner\n\nTroubleshoot technical issues and see them through to resolution, escalating bugs or complex problems when needed\n\nGuide customers through product features and workflows to help them achieve their goals\n\nHandle escalated or complex cases that benefit from live phone interaction\n\nDe-escalate difficult or emotionally charged customer interactions with calm, empathy, and professionalism\n\nCapture and share product feedback, pain points, and recurring issues\n\nKeep internal records up to date with helpful notes, known issues, and troubleshooting steps\n\nContribute to team goals by managing a high volume of support requests without sacrificing quality\n\nStay current on new product updates and communicate changes to customers as needed\n\nBuild deep product knowledge across all Talent Systems tools\n\nRequirements\nExcellent communication skills — clear, conversational, and helpful — with the ability to work effectively with people from diverse countries, backgrounds, and cultures\n\nFluent spoken English with confident verbal communication skills; familiarity with Western business communication norms is important in this role\n\nDemonstrated experience in voice or phone-based customer support required\n\nHigh emotional intelligence: ability to read customer tone, manage difficult conversations, and remain composed during live interactions\n\nStrong customer support experience, ideally in a high-volume email or chat-based environment\n\nTech-savvy and comfortable troubleshooting issues across cloud-based tools and systems\n\nExperience with help desk platforms and CRMs (e.g., Zendesk, JIRA)\n\nFamiliarity with the entertainment industry or experience supporting video/media tools is a plus\n\nOrganized and detail-oriented, with the ability to manage multiple conversations and competing priorities\n\nComfortable working independently, using sound judgment, and asking for help when needed\n\nGraduation degree is a must\n\nOriginally posted on Himalayas","description_format":"text","description_chars":4275,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Media & Entertainment"],"lifecycle":[{"event":"open","at":"2026-10-26T19:11:04Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":0.4,"p_active":0.508,"p_room":0.35,"age_days":55,"expected_fill_days":27,"reasons":["seen:55","win:tail"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/talent-systems-customer-support-specialist-remote-india","json_url":"https://alion.io/job/talent-systems-customer-support-specialist-remote-india.json","meta":{"generated_at":"2026-11-01T16:26:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25421,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3023364},"rest":"https://alion.io/mcp/rest/get_company?id=3023364"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftalent-systems-customer-support-specialist-remote-india"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftalent-systems-customer-support-specialist-remote-india"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftalent-systems-customer-support-specialist-remote-india"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/talent-systems-customer-support-specialist-remote-india\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftalent-systems-customer-support-specialist-remote-india"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3290371}},{"tool":"search_jobs","arguments":{"company":"talentsystems.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3290371},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}