Supervisor, Technical Support

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As part of our Cinemark Universe, you'll discover fun opportunities with real growth potential and plenty of perks. With 500+ theatres and nearly 6,000 screens; we're truly a global presence of 20,000 movie lovers working together to make unforgettable experiences.

Role Summary:

The Cinemark T.O.P. Center is open 365 days of the year, 7 days a week. The T.O.P. Center operation requires candidates have flexibility to work rotating shifts. As a Supervisor of the T.O.P. Center, the supervisor will be responsible for providing senior level support for digital projection system (projectors, media players, switches, and theater management systems), sound equipment, and other in-theater technology equipment. The position requires a wide range of skills that encompass every area of Information Technology and Digital Cinema. The ideal candidate will be self-motivated with the ambition to problem-solve, supervise and motivate a team of call center agents, communicate effectively, and be able to work in a team environment.

• Supervise first response team of support agents. This includes:
• Testing, monitoring, troubleshooting, and analyzing systems and facilities.
• Provide quality, timely, and accurate end-to-end support of any issues within Theater Technology.
• Perform proactive network status checks as part of normal surveillance activities, ensuring optimum performance.
• Track and manage incidents to resolution in accordance with procedures.
• Provide senior-level troubleshooting skills.
• Think outside the norm to resolve issues.
• Effectively write technical documentation.
• Prioritize and assign tasks, and work independently when required.
• Collaborate with others to resolve issues effectively.
• Coach agents, conduct one-on-ones, team meetings, and monitor performance to achieve business goals.
• Provide and communicate T.O.P. Center statistics and address critical matters in a timely manner.
• Additional responsibilities as assigned.

• Excellent customer service skills with a positive attitude.
• Excellent time management skills.
• Excellent communication skills and ability to work in a team environment.
• 2-3 years of experience in a leadership role.
• Associate or bachelor's degree.
• Willingness to work a flexible schedule, including evenings, holidays, and weekends.
• Comfortable working with computers and willing to learn new technologies.
• 2 years of experience in a theater or call center environment.
• 1-2 years of experience supporting Microsoft environments including desktop support.
• Must have intermediate Excel skills.
• The following are desirable skills but not required:
• 1-2 years of experience with digital cinema.
• Microsoft/Networking certifications.
• Trilingual in English/Spanish/Portuguese.