Technical Support Lead

Job Title: Technical Support Lead

The International Support Lead is in place to provide support to the entire Digital Cinema Support Department focusing on International Support. Delegate responsibilities daily to ensure all calls and inquiries are handled in a timely manner. Directly interact with other departments, Exhibitors, Studio Clients, and Vendors.

Responsibilities:

• Possess thorough understanding and working knowledge of the main systems used daily to perform job duties.
• Communicate problems and solutions for any content related issues. Must have ability to make sound judgement when dealing with issues that arise during the troubleshooting. Must have the skill to determine action to be taken that is appropriate for the situation; must be able to prioritize instantly to prevent miss-outs.
• Oversee running and managing the International Support Center daily.
• Understand all organization's products, services, procedures, and guidelines and communicate same to all team members.
• Coordinate and communicate department workflow to associates and assign tasks in a fair and impartial manner. Prioritize tasks and ensure completion prior to or by respective deadline and escalate to management if deadline is not going to be met.
• Provide leadership to all associates in a professional and positive manner. The leadership must stress compliance with all Digital Support Cinema Departments and Deluxe policies and procedures.
• Communicate in a timely manner with all other departments on an issue they need to address or be made aware.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Ensure that clients are kept happy and satisfied always by providing prompt response and solutions to their challenges always.

Requirements:

• Maintain a high level of confidentiality of Deluxe and customer/client sensitive information.
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking, work effectively under pressure and possess strong organizational and interpersonal skills.
• Must demonstrate positive attitude, able to handle self professionally in a high stress situation, project self as a team player.
• Possess strong decision making and problem-solving skills and ability to address issues with associates in a consistent and timely manner.
• Assist Supervisors in assigning the daily workflow and delegating tasks in a fair and impartial manner.
• Facility associate training with respect to all SOP's (standard operating procedures) as well as maintain SOPs as needed. Goal is to continually promote cross-training and associate development.
• Minimum of a High School Diploma or equivalent. Associate degree or above preferred. Two years of work related, or management related experience would be considered.
• Experience using standard MS Office Suite (Word, Excel, and Outlook) required. Candidate must type at a minimum typing speed of 40 words per minute and be capable of operating office equipment.
• Excellent verbal and written communication skills are needed to communicate effectively with all levels of the organization as well as internal and external customers.
• Must be detail oriented, self-motivated, possess good problem-solving skills, ability to multitask in deadline driven environment and work with minimal supervision.
• Experience with incident management systems and web-based applications required.
• Experience in defining, documenting, and implementing business processes and procedures.
• Experience in Customer Service organization, and/or Technical Operations Services including hardware/software systems and connectivity monitoring and troubleshooting highly desired.

Physical Requirements:

• Ability to sit for an extended time up to an entire shift.
• Ability to occasionally lift or transfer up to 25 pounds.
• 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 correspondence.
• 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.
• Working indoors in an air-conditioned atmosphere without access to see outside.
• 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 weekends and holidays.
• Ability to professionally greet visitors and use proper phone etiquette when answering phones.
• Ability to have a clean and organized workstation

Miscellaneous:

Deluxe's policy is to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Deluxe will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state and federal law.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's personnel representative if you need assistance completing any forms or to otherwise participate in the application process.

We offer competitive pay and benefits program, including: medical, dental & vision coverage, vacation & sick leave, 401(k), and more.

Shift is determined by job knowledge, experience, professionalism, teamwork/flexibility, business need and eligibility.