Domestic Support Technician

Title: Domestic Support Technician
Reports to: Manager, Cinema Support
Business Unit: Deluxe Cinema
LOCATION/FACILITY: Bangalore

About the Company
As the worlds leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, WarnerMedia, The Walt Disney Company, Amazon, Apple, Viacom, NBCU, Google, AT&T and many others, by providing Global Content Distribution, Localization, Accessibility and Mastering while leading end-to-end innovation with unparalleled scale and agility across the Streaming, Theatrical, Broadcast and Mobile landscapes. With headquarters in Los Angeles and offices around the globe, the company employs some of the most talented and experienced industry individuals worldwide. For more information, please visit www.bydeluxe.com

Position Summary
The Domestic Support Technician is in place to respond professionally and timely to all requests, inquiries and issues presented by exhibitor clients (theatres), motion picture studios, and all other callers contacting Deluxe Cinema Support. The technician is well versed in procedures and internal systems to resolve issues rapidly and with high efficacy. Key responsibilities include answering calls and emails to fulfill requests, troubleshoot issues and escalate as necessary in accordance with studio guidelines and SLAs.
RESPONSIBILITIES Describes the expectations of the role

• Possess a thorough understanding and working knowledge of the main systems and other web-based programs used to perform the job daily.
• Establish and maintain courtesy and professionalism in all aspects of the job despite any adverse situations presented to them.
• Professionally answer inbound Cinema Support calls and resolve inquiries or concerns swiftly per guidelines ensuring resolution.
• Perform outbound calls and emails to follow up troubleshooting or confirm information as needed.
• Responsible for updating and reporting issues that arise with distressed key and/or content orders through standard communication channels including service tickets and emails. This involves problem solving with precise documentation and effective follow up.
• Create KDMs (Key Delivery Management) per studio guidelines, which give specific dates and times for play of digital features.
• Possess and exercise the ability to make sound judgment when negotiating issues that arise from troubleshooting. This includes having the skill to determine appropriate actions and rapid prioritization of issues and steps to prevent dark screens.
• 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.

REQUIREMENTS Describes the professional experiences, educational background, knowledge, and behavior required to fulfill the role responsibilities

• Must demonstrate a positive attitude, able to handle self professionally in a high stress situation, project self as a team player, ability to accept and manage change and provide process improvement, cost saving and customer satisfaction suggestions.
• Maintain a high level of confidentiality of customer/client sensitive information and Deluxe confidential information.
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking.
• Work effectively under pressure and possess strong organizational and interpersonal skills.
• Possess strong decision making and problem-solving skills.
• Minimum of a degree or above preferred. Two years of work related, or management related experienced would be considered.
• Experience using standard MS Office Suite (Word, Excel, and Outlook) required. Candidate must type a minimum typing speed of 40 words per minute and be capable of operating office equipment.
• Must be detail oriented, self-motivated, possess good problem-solving skills, ability to multitask in deadline driven environment and work with minimal supervision.
• Experience in defining, documenting, and implementing business processes and procedures.
• Knowledge of the 24-hour clock, time zones, and state abbreviations preferred.
• Experience in a Customer Service organization, and/or Technical Operations Services including hardware/software systems and connectivity monitoring and troubleshooting highly desired.
• Excellent verbal and written communication skills are needed to communicate effectively to all levels of the organization as well as internal and external customers.
• Basic computer networking skills and familiarity with the cinema environment is a must.
• Understanding of basic networking technologies such as TCP/IP, FTP, multicast, etc. is a plus.
• Experience with incident management systems and web-based applications required.
• Strong customer service skills focused on problem solving and customer satisfaction.
• Knowledge of military time, time zones, and ISO Country abbreviations.
• 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 week-ends and holidays.

ESSENTIAL FUNCTIONS AND OTHER INFORMATION TO CONSIDER
Physical Requirements:

• Ability to sit for an extended time up to an entire shift.
• Ability to view computer screen for an extended time up to an entire shift.

Language Skills:

• Ability to read and interpret documents, routine reports, and correspondences.
• Ability to speak clearly and professionally.
• Ability to create written communication for co-workers, management, and customers.

Environmental Considerations:

• Ability to multi-task 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 week-ends and holidays.
• Use proper phone etiquette when answering phones.

Equal Employment:
Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive fair consideration for employment without regard to, and will not be discriminated against, based on race, colour, religion, creed, national origin or ancestry, sex, age, or any other discriminations.