Digital Cinema Call Center Representative

Cinemark•Frisco, TX

11d

About The Position

The Digital Cinema Call Center Representative provides first-level technical support for digital cinema and theatre systems equipment at Cinemark locations throughout the United States. The role supports digital projectors and integrated sound and server systems, using diagnostic techniques and support tools to identify technical problems, investigate root causes, and resolve issues as part of a structured three-level support team.

Requirements

At least one year of experience in a call center environment.
Willingness to learn new skills and technologies.
Proficiency with MS Office Suite, including Word, Excel, and Outlook.
Ability to type at least 40 words per minute.
Excellent verbal and written communication skills to communicate effectively with all levels of the organization.
Willingness to work a flexible schedule, including evenings, holidays, and weekends.
Organized, reliable, conscientious, and flexible approach to work.
Ability to work effectively under pressure, with strong organizational and interpersonal skills.
Detail-oriented and self-motivated, with good problem-solving skills and the ability to multitask in a deadline-driven environment and work with minimal supervision.

Nice To Haves

Experience in help desk or support-related positions.
Bilingual or multilingual ability.
Working knowledge and application of help desk productivity tools, including call handling and ticket tracking.

Responsibilities

Professionally answer inbound calls and resolve inquiries or concerns promptly according to guidelines.
Diagnose and resolve incident tickets, escalating issues to tier two support when needed.
Use sound judgment to troubleshoot, prioritize issues rapidly, and take steps to prevent dark screens or audio failure.
Assist theatres with preventive maintenance and troubleshooting of cinema projectors and integrated sound and server systems, component repairs, and quality control of installed systems.
Assist with software upgrades and testing on existing cinema equipment and integrated systems.
Support scheduled preventive maintenance to ensure optimum operation and minimize downtime of on-screen advertising, interactive media systems, projectors, and related systems.
Troubleshoot and resolve network issues, including connectivity, applications, Internet, WAN, email, and infrastructure related to digital projection systems.
Review incoming issues on an ongoing basis to identify gaps in the Knowledge Center and report them to management.