International Support Technician

RESPONSIBILITIES Describes the expectations of the role

• 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 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 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 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.

• Identify problems and the 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 trouble shooting, solving, 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.

A DAY 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.

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.

• 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

• 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.Role & responsibilities

Contact -

Vijay - 9742630123

Charan-7829336202