Technical Support Specialist

What’s the opportunity?

We are looking for someone who wants to excel in an international working environment by providing a “red carpet” experience for cinema customers. As part of the Operations team, the Technical Support Specialist can take on the following challenges:

• Support our cinema customers and partners via the Service desk and project a professional image through phone and/or email interactions 
• Troubleshoot issues remotely or via the phone for customers, technicians, and partners 
• Investigate logged cases and take appropriate actions to resolve issues per SLA
• Review and respond to customers cases via our CRM tool
• Create parts orders to send appropriate replacement parts to resolve system issues 
• Work with supervisor and other team members to diagnose complex issues as a team 
• Escalate issues as needed to ensure customer issues are handled expeditiously 
• Monitor the soundness of the customers configuration with the purpose to proactively solve upcoming issues

Your Profile

As a fast-paced and dynamic team, we are looking for someone who shares our passion for results and cinema. As Technical Support Specialist, no two days will be the same. You are an ideal fit if this is you:

• Fluent in English, spoken and written knowledge of any other European language is a plus 
• Customer oriented putting the needs of the clients first
• Team player supporting common goals
• Active communicator at ease speaking with customers
• Comfortable with ambiguity – able to keep moving forward in an ever-changing business and landscape
• High attention to detail in everything created or reviewed
• Availability to work flexible eg. to guarantee coverage on public holidays

Your experience

If you’ve got these in your background, we should talk.

• You demonstrate 1-3 years experience in a technical support role
• You are knowledgeable in Microsoft Office
• The following experiences are definitely a plus:  
  • Experience with electronics troubleshooting
  • Experience with video equipment, such as projectors
  • Experience with network configuration
  • Experience with Salesforce CRM solutions
  • Experience with installing and/or repairing cinema, or AV Projection Equipment and/or providing technical support
  • Certified Technology Specialists (cinema equipment, A.V. projection, & network)
  • Knowledge of analogue and digital theory related to projectors