Technical Support Lead

Deluxe

95d

About The Position

The International Support Lead is in place to provide support to the entire Digital Cinema Support Department focusing on International Support. Delegate responsibilities daily to ensure all calls and inquiries are handled in a timely manner. Directly interact with other departments, Exhibitors, Studio Clients, and Vendors.

Requirements

• Maintain a high level of confidentiality of Deluxe and customer/client sensitive information.
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking.
• Work effectively under pressure and possess strong organizational and interpersonal skills.
• Demonstrate a positive attitude and handle self professionally in high stress situations.
• Possess strong decision making and problem-solving skills.
• Assist Supervisors in assigning daily workflow and delegating tasks fairly.
• Facilitate associate training with respect to all SOPs and maintain SOPs as needed.
• Minimum of a High School Diploma or equivalent; Associate degree or above preferred.
• Two years of work-related or management-related experience.
• Experience using standard MS Office Suite (Word, Excel, and Outlook) required.
• Candidate must type at a minimum typing speed of 40 words per minute and be capable of operating office equipment.
• Excellent verbal and written communication skills are needed.
• Must be detail-oriented, self-motivated, and possess good problem-solving skills.
• Experience with incident management systems and web-based applications required.
• Experience in defining, documenting, and implementing business processes and procedures.
• Experience in Customer Service organization and/or Technical Operations Services including hardware/software systems and connectivity monitoring and troubleshooting highly desired.

Responsibilities

• Possess thorough understanding and working knowledge of the main systems used daily to perform job duties.
• Communicate problems and solutions for any content related issues.
• Make sound judgement when dealing with issues that arise during troubleshooting.
• Determine appropriate actions to be taken for various situations and prioritize tasks instantly to prevent miss-outs.
• Oversee running and managing the International Support Center daily.
• Understand all organization’s products, services, procedures, and guidelines and communicate them to all team members.
• Coordinate and communicate department workflow to associates and assign tasks fairly.
• Prioritize tasks and ensure completion by respective deadlines, escalating to management if deadlines are not met.
• Provide leadership to all associates in a professional and positive manner, stressing compliance with all Digital Support Cinema Departments and Deluxe policies.
• Communicate in a timely manner with all other departments on issues they need to address.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Ensure that clients are kept happy and satisfied by providing prompt responses and solutions to their challenges.

Benefits

• Medical, dental & vision coverage
• Vacation & sick leave
• 401(k)
• Competitive pay

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees