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Jobs · Customer Service · Texas

Bilingual (Spanish) Digital Cinema Call Center Representative

Cinemark · Frisco, TX · 4 wk ago
Customer ServiceFull-time

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.
  • 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.
  • A 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.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field preferred.

Skills

  • Technical troubleshooting skills.
  • Customer service skills.
  • Problem-solving abilities.
  • Software platform proficiency.

Benefits

Available At Cinemark, we believe every team member should feel like a hero. Each career comes with a variety of blockbuster benefits for both hourly and salaried team members. Employee Discount
401(k) Matching
Growth Opportunities
Education Assistance
Health Benefits
Parental Leave
Paid Time Off
Daily Pay
Free Movies

Pay

Commensurate with experience.

Schedule

Varies based on department needs.

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