International Support Technician

Job Summary:

We currently have an opening for an International Support Technician in Cinema. This position will be based in Wilmington, OH.

Key Responsibilities:

• Possess thorough understanding and working knowledge of the main systems and other web-based programs used to perform job daily.
• Access and maintain knowledge bases and FAQ’s resources on the Intranet to assist with troubleshooting and servicing the customer.
• Provide timely, accurate, professional, and responsive support, verbally and via email, to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring.
• Creating KDM (Key Delivery Management) per studio guidelines, which give specific dates and times for play out of digital features.
• Communicate problems and solutions for any content related issues. Must have ability to make sound judgment when dealing with issues that arise during troubleshooting. Must have the critical thinking skills to determine action to be taken that is appropriate for the situation; must be able to prioritize instantly to prevent miss-outs.
• Responsible for updating and reporting problems that arise with distressed key and/or content orders by communicating via creating or updating incidents and email advisements. This involves critical thinking and problem-solving skills through precise documentation and effective follow up.
• Identify trends in the International Support Center and aid in developing/updating documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity, or repeated activity.
• Ability to generate required reports from systems as well as read and utilize information.
• Provide feedback and suggestions to management for improved customer satisfaction, process improvements and system enhancements by effectively communicating the ideas, expectations, and goals while working with and through others to achieve desired result.
• Maintain a high level of confidentiality of customer/client sensitive information and Deluxe confidential information.

What You Bring:

• Strong computer literacy skills with an emphasis on software knowledge, installations, and use. Microsoft applications, Database applications, Internet, and internet protocols
• Basic computer abilities with the understanding of terminology and functionality
• Ability to be proactive and able to take direction and establish ownership of projects
• Demonstrated networking skills, able to foster strong relationships internally and externally
• Excellent verbal and written communication skills
• Knowledge of military time, time zones, and ISO Country abbreviations
• Ability to read and interpret documents, routine reports, and correspondences
• Ability to speak clearly and professionally
• Ability to create written communication for co-workers, management, and customers
• 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.
• 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 week-ends and holidays.