Customer Support Analyst I
1 week ago
Position Overview
The AMC Service Desk serves as the primary technical support contact for our theatres. The Service Desk Analyst I role is crucial in assisting theatres to fulfill AMC's mission of delivering an exceptional guest experience. This is achieved through efficient technical support characterized by prompt service, clear communication, and collaborative partnerships, utilizing various communication channels such as phone, email, voicemail, and ticketing systems.
Key Responsibilities
- Respond to all incoming calls in a professional and courteous manner.
- Ensure that all incoming calls are answered live within an average response time of 90 seconds.
- Document all incoming calls, email requests, and voicemail messages accurately in the ticketing system, adhering to our Service Level Agreement (SLA).
- Process voicemails and emails promptly, prioritizing responses based on business needs and established procedures.
- Build and maintain rapport with field managers by actively listening, empathizing, and addressing their inquiries.
- Resolve all Service Desk tickets in accordance with our SLA by identifying the service level for each ticket, thoroughly documenting incident details and troubleshooting actions, validating resolutions, and confirming with the theatre that issues have been resolved.
Qualifications
- High School Diploma or equivalent.
- A minimum of 1 year of experience in customer service.
- At least 2 months of experience in an IT-related field, or 1 year of experience as an AMC Manager.
- Familiarity with help desk productivity tools, including call handling and ticketing software, as well as general proficiency in MS Office applications.
- Ability to adhere to documented procedures and knowledge articles.
- Strong verbal and written communication skills.
- Capability to summarize and document complex technical issues effectively.
- Ability to prioritize and execute tasks efficiently during high-volume periods.
- Attention to detail is essential.
Preferred Qualifications
- IT Certification (e.g., CompTIA A+, Network+, and/or IT Fundamentals).
- Degree in a computer-related field.
- 1+ years of experience in help desk or support roles.
- Effective collaboration with colleagues on various technical issues while maintaining focus on individual tasks.
AMC offers a competitive benefits package, including a hybrid work schedule for many positions, accrued vacation time, comprehensive medical/dental/vision coverage, a 401(k) match, and an open, casual work environment. Enjoy perks such as discounted food and beverages at our theatres and complimentary movie tickets at any AMC location nationwide.
At AMC, we are committed to fostering a culture of innovation and diversity, ensuring that we provide the best experience for our guests and team members. We lead by example, taking responsibility for our results and our company's success. Our collaborative work environment encourages teamwork and open communication, leading to efficient solutions and improved outcomes.
We appreciate your interest in joining AMC and look forward to welcoming you to our team.
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