Theatre Tech Support Agent I

Century Theatres; San Francisco (CA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Employee Discount

401(k) Matching

Growth Opportunities

Education Assistance

Health Benefits

Parental Leave

Paid Time Off

Daily Pay

Free Movies

Job summary

Cinemark is seeking a SaMS Agent I to provide first-line technical and operational support to theatres, assisting with sales, theatre management, and day-to-day operations. You will use internal tools and established procedures to identify issues, document incidents, and escalate when needed.

Ideal candidates enjoy solving problems, learning new technology, and working in a fast-paced, collaborative team environment. Strong communication and documentation skills are essential.

Qualifications

• 1-2 years of call center, help desk, customer service, technical support, or similar experience preferred.
• Strong customer service, communication, troubleshooting, and problem-solving skills.
• Ability to learn and navigate multiple applications and support tools.
• Working knowledge of Microsoft Office, including Outlook, Word, and Excel.
• Ability to document technical and operational issues clearly and accurately.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently while also contributing to a collaborative team.

Responsibilities

• Provide professional and timely support to Cinemark theatre teams.
• Troubleshoot and resolve issues involving supported sales, management, operational, and guest-facing systems.
• Gather information, identify symptoms, and guide theatre teams through troubleshooting and resolution.
• Create, document, update, and manage support incidents from initial contact through resolution or escalation.
• Prioritize issues based on their impact to theatre operations and the guest experience.
• Clearly communicate troubleshooting steps, resolutions, and next steps to theatre teams.
• Escalate issues to the appropriate technical or business support teams when additional assistance is required.
• Use available knowledge resources and support tools to provide accurate and consistent solutions.
• Collaborate with other support teams to minimize disruption to theatre operations.
• Identify recurring issues and opportunities to improve documentation, processes, and the overall support experience.

Skills

Customer service

Troubleshooting

Communication

Documentation

Organizational skills

Teamwork

Problem-solving

Learning agility

Tools

Microsoft Office

Job description

Cinemark is seeking a SaMS Agent I to provide first-line technical and operational support to theatres, assisting with sales, theatre management, and day-to-day operations. You will use internal tools and established procedures to identify issues, document incidents, and escalate when needed.

Ideal candidates enjoy solving problems, learning new technology, and working in a fast-paced, collaborative team environment. Strong communication and documentation skills are essential.