Digital Cinema Call Center Representative

Join Our TeamAs part of our Cinemark Universe, you'll discover fun opportunities with real growth potential and plenty of perks. With 500+ theatres and nearly 6,000 screens; we're truly a global presence of 20,000 movie lovers working together to make unforgettable experiences.Role Summary:The Digital Cinema Call Center Representative acts as first level technical support for digital cinema and theatre systems equipment for all Cinemark locations within the US. This position supports the digital projectors, integrated systems (sound and servers). Applies trained diagnostic techniques using a multitude of support tools to identify technical problems, investigate root causes, and resolve issues. The Digital Cinema Call Center Representative works within a structured three-level support team.Responsibilities:Professionally answer inbound calls and resolves inquiries or concerns swiftly per guidelines ensuring resolutionDiagnose and resolve incident tickets and escalate to tier two support if neededPossess and exercise the ability to make sound judgment when troubleshooting; this includes having the skill to determine appropriate actions and rapid prioritization of issues and steps to prevent dark screens and/or audio failureAssist theatres with preventive maintenance and troubleshooting of cinema projectors, integrated systems (sound and servers), component repairs, and quality control of installed systemsAssist with software upgrades and software testing on existing cinema equipment and integrated systems (sound and servers)Support preventative scheduled maintenance to ensure optimum operation and minimum downtime of on-screen advertising, interactive media systems and cinema projectors and systemsTroubleshoot and resolve network issues i.e. connectivity, applications, Internet, WAN, e-mail and infrastructure related to digital projection systemsPerform on-going review of incoming issues to identify gaps in the Knowledge Center and report them to managementRequirements:Minimum of one year of experience in a call center environmentExperience in help desk or support related positions preferredWillingness to learn new skills and technologiesMS Office Suite (Word, Excel, and Outlook)Must be able to type a minimum of 40 words per minuteExcellent verbal and written communication skills are needed in order to communicate effectively to all levels of the organizationBilingual or multilingual is a plus, but not requiredMust be willing to work flexible schedule including evenings, holidays and weekendsMust be organized, reliable, conscientious, and flexibleWork effectively under pressure and possess strong organizational and interpersonal skillsMust be detail oriented, self-motivated, possess good problem-solving skills, ability to multitask in deadline driven environment and work with minimal supervisionWorking knowledge and application of critical help desk productivity tools, including call handling and ticket tracking is a plusCinemark USA, Inc. is an Equal Opportunity EmployerBenefits Available:At Cinemark, we believe every team member should feel like a hero. Each career comes with a variety of blockbuster benefits for both hourly and salaried team members.Employee Discount401(k) Matching*Growth OpportunitiesEducation Assistance*Health Benefits*Parental Leave*Paid Time Off*Daily Pay*Free Movies**Benefits may vary by career category, so be sure to check the specific details on our career site.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Cinemark is an Equal Opportunity Employer Cinemark