Bilingual Call Center Representative

Join Our Team As 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 Bilingual 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, and/or Brazil/Latin America. This role supports digital projectors, integrated systems (sound and servers), applying diagnostic techniques and utilizing multiple support tools to identify, troubleshoot, and resolve technical issues. The position operates within a structured three-tier support model. Responsibilities: Deliver bilingual support (English/Spanish or English/Portuguese) 7 days a week, 365 days a year. Answer inbound calls promptly and resolve inquiries or concerns according to established guidelines. Diagnose and resolve incident tickets; escalate to Tier 2 support when necessary. Collaborate with part vendors to analyze, diagnose, and replace components as needed. Clarify issues, research solutions, and implement fixes; escalate unresolved problems appropriately. Communicate effectively with multiple departments across the organization. Multi-task using various software platforms and tools. Demonstrate initiative, adaptability, and strong problem-solving skills. Maintain performance objectives, including attendance and Key Performance Indicators (KPIs). Perform additional duties as assigned by supervisors or management. Requirements: Bilingual proficiency (English/Spanish or English/Portuguese) required. Positive, resilient, and self-directed attitude with a strong interest in problem-solving. Critical thinking and exceptional analytical skills. Excellent oral and written communication skills. Knowledge of theatre operations is a plus. 1+ year experience in a call center environment preferred. Basic knowledge of Windows OS and Linux OS environments. Intermediate proficiency in email usage, MS Word, and MS Outlook. Flexible availability, including evenings, holidays, and weekends. Benefits 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 Discount 401(k) Matching* Growth Opportunities Education 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. DISCLAIMER: This job description is intended only as a general guideline of your duties and responsibilities at Cinemark and is not a legally binding contract. Cinemark reserves the right to amend, change or terminate the job description, as it deems appropriate. Any change amendments, or modifications may be implemented even though they have not been communicated, reprinted or substituted in this job description. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Cinemark is an Equal Opportunity Employer