International Support Technician

Job International Support Technician 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 Deluxe’s Key Distribution Management system (KDM) based on studio requests and guidelines.

• Possess thorough understanding and working knowledge of the main systems and other web-based programs used to perform job daily.
• Access and maintain knowledge bases and FAQ’s 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 title-specific 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 territory-level requestors, up to Studio Home Office VP’s. 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 miss-outs.
• 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 problem-solving skills through precise documentation and effective follow up.
• Identify trends in the International Support Center and aid in developing/updating documentation to address these most‑often 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

• Working tickets in order of priority from a queue simultaneously with other associates:
• Creating KDM’s 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.

The ideal candidate will possess the following…