Bilingual (Portuguese) Digital Cinema Call Center Representative

Cinemark USA, Inc.; Frisco (TX); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

401(k) Matching

Health Benefits

Paid Time Off

Free Movies

Job summary

Cinemark USA, Inc. is seeking a Bilingual Digital Cinema Call Center Representative to deliver first-level technical support for digital cinema and theatre systems across Cinemark locations in the US.

The role uses diagnostic tools to identify, troubleshoot, and resolve issues within a three-tier support model. You will provide bilingual support (English/Spanish or English/Portuguese), handle incident tickets, escalate when needed, collaborate with vendors, and maintain KPI-driven performance

Qualifications

• Bilingual proficiency in English and another language (Spanish or Portuguese) required.
• Strong problem-solving and analytical abilities; able to diagnose issues quickly.
• Clear, professional communication and written skills.
• Familiarity with theatre operations is a plus.

Responsibilities

• Deliver bilingual support (English/Spanish or English/Portuguese) 7 days a week.
• Answer inbound calls and resolve inquiries per guidelines.
• Diagnose and resolve incident tickets; escalate to Tier 2 when needed.
• Collaborate with vendors to diagnose, replace components, and document solutions.
• Maintain KPI performance and communicate across departments.

Skills

Bilingual English/Spanish

Problem solving

Critical thinking

Communication skills

Theatre operations

Tools

Windows OS

Linux OS

MS Word

MS Outlook

Job description

Join Our Team 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 Bilingual Digital Cinema Call Center Representative acts as first level technical support for digital cinema and theatre systems equipment for all Cinemark locations within the US, and/or Brazil/Latin America. This role supports digital projectors, integrated systems (sound and servers), applying diagnostic techniques and utilizing multiple support tools to identify, troubleshoot, and resolve technical issues. The position operates within a structured three-tier support model.

Responsibilities

• Deliver bilingual support (English/Spanish or English/Portuguese) 7 days a week, 365 days a year.
• Answer inbound calls promptly and resolve inquiries or concerns according to established guidelines.
• Diagnose and resolve incident tickets;
• Escalate to Tier 2 support when necessary.
• Collaborate with part vendors to analyze, diagnose, and replace components as needed.
• Clarify issues, research solutions, and implement fixes;
• Escalate unresolved problems appropriately.
• Communicate effectively with multiple departments across the organization.
• Multi-task using various software platforms and tools.
• Demonstrate initiative, adaptability, and strong problem-solving skills.
• Maintain performance objectives, including attendance and Key Performance Indicators (KPIs).
• Perform additional duties as assigned by supervisors or management.

Requirements

• Bilingual proficiency (English/Spanish or English/Portuguese) required.
• Positive, resilient, and self-directed attitude with a strong interest in problem-solving.
• Critical thinking and exceptional analytical skills.
• Excellent oral and written communication skills.
• Knowledge of theatre operations is a plus.
• 1+ year experience in a call center environment preferred.
• Basic knowledge of Windows OS and Linux OS environments.
• Intermediate proficiency in email usage, MS Word, and MS Outlook.
• Flexible availability, including evenings, holidays, and weekends.

Benefits Available

• Employee Discount 401(k) Matching*
• Growth Opportunities Education Assistance*
• Health Benefits*
• Parental Leave*
• Paid Time Off*
• Daily Pay*
• Free Movies*
• *Benefits may vary by career category, so be sure to check the specific details on our career site.

DISCLAIMER

This job description is intended only as a general guideline of your duties and responsibilities at Cinemark and is not a legally binding contract. Cinemark reserves the right to amend, change or terminate the job description, as it deems appropriate. Any change amendments, or modifications may be implemented even though they have not been communicated, reprinted or substituted in this job description. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Cinemark is an Equal Opportunity Employer