Deluxe
Website:
bydeluxe.com
Job details:
Title: International Support Technician
Reports to: Manager, Cinema Support
Business Unit: Deluxe Cinema
Location/Facility: Bangalore
About the Company
As the world’s 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 International Support Technician is responsible to assist with all levels of the Studio and studio Account teams to ensure the successful key release strategies in a theatrical environment. This role will serve as a point of contact for Deluxe Cinema, Studios, and distributors. This role serves as an after-hours contact to resolve any urgent issues regarding all clients. This role with respond professionally and timely to all requests and inquiries made by our motion picture studios 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 Delivery Management (KDM) based on studio requests and guidelines.
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 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.
- 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 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.
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 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.
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