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Technical Support Analyst I
2 months ago
Position Overview
The AMC Service Desk serves as the primary technical support liaison for theatres. The Service Desk Analyst I role is essential in assisting theatres to fulfill AMC's commitment to delivering an exceptional guest experience. This is achieved through prompt and effective technical assistance, utilizing various communication channels such as phone, email, voicemail, and ticketing systems.
Key Responsibilities
- Respond to all incoming inquiries in a professional and courteous manner.
- Ensure that all calls are answered live within an average timeframe of 90 seconds.
- Document all incoming communications accurately into the ticketing system, adhering to our Service Level Agreement (SLA).
- Manage voicemail and email requests promptly, prioritizing based on business needs and established procedures.
- Build and maintain positive relationships with field managers through active listening and effective communication.
- Resolve all Service Desk tickets in alignment with our SLA by identifying ticket service levels, documenting incident details, validating resolutions, and confirming issue resolution with the theatre.
Qualifications
- High School Diploma or equivalent.
- 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 in a managerial role at AMC.
- 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 Certifications (e.g., CompTIA A+, Network+, or IT Fundamentals).
- Degree in a computer-related field.
- 1+ years of experience in help desk or support roles.
- Ability to collaborate effectively with peers on various technical issues while maintaining focus on individual responsibilities.
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. Team members also enjoy complimentary movie tickets at any AMC theatre nationwide.
Company Culture
AMC is dedicated to fostering a culture of innovation and diversity, ensuring we provide the best possible experience for our guests and employees. We prioritize ethical practices and accountability for our results and the success of our company. Our collaborative work environment encourages teamwork and open dialogue, leading to swift solutions and improved outcomes.
