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Digital Cinema Support Specialist

2 months ago

Frisco, Texas, United States Cinemark Full time
About the Role

The Digital Cinema Call Center Representative is a key member of our Cinemark team, providing first-level technical support for digital cinema and theatre systems equipment across the US. This role involves troubleshooting and resolving technical issues with digital projectors, integrated systems, and other cinema equipment.

Responsibilities
  • Respond to inbound calls and resolve inquiries or concerns in a timely and professional manner.
  • Diagnose and resolve incident tickets, escalating to tier two support as needed.
  • Exercise sound judgment when troubleshooting, prioritizing issues to prevent dark screens and audio failure.
  • Assist theatres with preventive maintenance and troubleshooting of cinema projectors, integrated systems, and component repairs.
  • Support software upgrades and testing on existing cinema equipment and integrated systems.
  • Perform scheduled maintenance to ensure optimum operation and minimum downtime of on-screen advertising, interactive media systems, and cinema projectors and systems.
  • Troubleshoot and resolve network issues related to digital projection systems.
  • Review incoming issues to identify gaps in the Knowledge Center and report them to management.
Requirements
  • Minimum one year of experience in a call center environment.
  • Experience in help desk or support-related positions preferred.
  • Willingness to learn new skills and technologies.
  • MS Office Suite proficiency, including Word, Excel, and Outlook.
  • Excellent verbal and written communication skills.
  • Bilingual or multilingual a plus, but not required.
  • Ability to work flexible schedules, including evenings, holidays, and weekends.
  • Organizational, reliable, and detail-oriented with strong problem-solving skills.

Cinemark USA, Inc. is an Equal Opportunity Employer.