International Support Technician

Job

Description

We currently have an opening for an International Support Technician in Cinema. This position will be based in Wilmington OH.

SUMMARY:

The International Support Technician is in place to respond professionally and timely to all requests and inquires made by our motion picture studio and exhibitor clients (theatres) and all other calls/inquiries coming into the Deluxe Cinema Support. They are also responsible for troubleshooting/working incidents through completion and issuing digital keys through Deluxes Key Distribution Management system (KDM) based on studio requests and guidelines.

KEY RESPONSIBILITIES:

• Possess thorough understanding and working knowledge of the main systems and other webbased programs used to perform job daily.

• Access and maintain knowledge bases and FAQs resources on the Intranet to assist with troubleshooting and servicing the customer. Deluxe creates KDMs (keys) for 150 studio/distributors in 119 territories. It is imperative that our associates reference studio and titlespecific guidelines for each request that is received.

• Provide timely accurate professional and responsive support verbally and via email to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring. Approximately 80 of communications are directly to the external studio/distributor clients. These studio/distributor clients range from territorylevel requestors up to Studio Home Office VPs. Another 15 of communications is with external theatre clients. The remaining 5 of communications is with internal studio support teams as well as other support teams.

• Creating KDM (Key Delivery Management) per studio guidelines which give specific dates and times for play out of digital features.

• Communicate problems and solutions for any content related issues. Must have ability to make sound judgment when dealing with issues that arise during troubleshooting. Must have the critical thinking skills to determine action to be taken that is appropriate for the situation; must be able to prioritize instantly to prevent missouts.

• Responsible for updating and reporting problems that arise with distressed key and/or content orders by communicating via creating or updating incidents and email advisements. This involves critical thinking and problemsolving skills through precise documentation and effective follow up.

• Identify trends in the International Support Center and aid in developing/updating documentation to address these mostoften reported problems and issues. Notify management of increasing trends unusual activity or repeated activity.

• Ability to generate required reports from systems as well as read and utilize information.

• Provide feedback and suggestions to management for improved customer satisfaction process improvements and system enhancements by effectively communicating the ideas expectations and goals while working with and through others to achieve desired result.

• Maintain a high level of confidentiality of customer/client sensitive information and Deluxe confidential information.

• Special projects/other duties as assigned

ADAY IN THE LIFE OF THIS ROLE WOULD INCLUDE THE FOLLOWING:

• Working tickets in order of priority from a queue simultaneously with other associates:

• Creating KDMs for theatres based on requests from studios/distributors.

• Troubleshooting theatre reported problems.

• Reconciling Orders in Error

• Performing theatre information updates including theatre screening information server information and contact information.

• Create and maintain documented studio and release guidelines.

WHAT YOU BRING:

The ideal candidate will possess the following knowledge experience and skill set:

• Strong computer literacy skills with an emphasis on software knowledge installations and use. Microsoft applications Database applications Internet and internet protocols

• Basic computer abilities with the understanding of terminology and functionality.

• Ability to be proactive and able to take direction and establish ownership of projects.

• Demonstrated networking skills able to foster strong relationships internally and externally.

• Excellent verbal and written communication skills

• Knowledge of military time time zones and ISO Country abbreviations.

• Bilingual or multilingual would be a plus but not required.

• Ability to read and interpret documents routine reports and correspondences.

• Ability to speak clearly and professionally.

• Ability to create written communication for coworkers management and customers.

• Ability to multitask effectively around distractions and medium noise levels created by multiple conversations at the same time in a high stress fast paced environment.

• Be present for assigned work shift but be flexible to shift changes as required to support our customer base as it relates to high volume peak periods including weekends and holidays.

MISCELLANOUS

We offer competitive pay and benefits program including: medical dental & vision coverage vacation & sick leave 401(k) and more.

Deluxe s policy is to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to and will not be discriminated against based on race color religion creed national origin or ancestry sex age physical or mental disability veteran status sexual orientation gender identity or expression genetic information or any other legally recognized protected basis under federal state or local laws regulations or ordinances. Deluxe will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local state and federal law.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the companys personnel representative if you need assistance completing any forms or to otherwise participate in the application process.