Temporary Guest Services Animatronic Support Associate

Temporary Guest Services Technical Support Associate

We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!" At Spencer's and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all. We are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

Responsibilities

The Temporary Guest Services Technical Support Associate provides support to guests, store associates, and field teams by navigating multiple systems, following established workflows, and clearly communicating solutions. This role supports a variety of situations working in a high-volume call center taking phone calls, emails, and live chats while ensuring accurate documentation and a positive service experience.

• Receive, log, and document support requests using established case management workflows
• Communicate clearly with guests, store associates, field team members, and internal partners to identify issues and determine appropriate resolution paths
• Follow flow charts, diagrams, and documented procedures to guide troubleshooting and determine next steps
• Identify and isolate issues to determine resolution options, including troubleshooting, escalation, or part replacement
• Assist store associates and field team members with ISE setup and animatronic troubleshooting using established guidelines
• Process and ship required parts to guests as needed
• Coordinate with partnering departments to ensure enhancements and defect corrections meet guest and store requirements
• Document trends, recurring issues, and resolutions for reporting and continuous improvement
• Perform other duties as assigned

Qualifications

• High school diploma or GED required; one to three months of related experience and/or training, or an equivalent combination of education and experience
• Proficient in Microsoft Office applications, including Word, Excel, and Outlook
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Ability to collaborate with and support other associates and teams

The pay range reflects the potential rate for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.