International Support Technician

About the role

The International Support Technician position is based in Wilmington, OH. The role responds professionally and timely to requests and inquiries from motion picture studio and exhibitor clients (theatres) and other calls into Deluxe Cinema Support. Responsibilities include troubleshooting incidents, issuing digital keys via Deluxe’s Key Distribution Management (KDM) system according to studio guidelines, and maintaining high levels of confidentiality for customer and company information.

Responsibilities

• Possess thorough understanding and working knowledge of the main systems and web‑based programs used daily.
• Access and maintain knowledge bases and FAQ resources on the Intranet to assist with troubleshooting and servicing customers.
• Reference studio and title‑specific guidelines for each request received when creating KDMs for 150+ studio/distributors across 119 territories.
• Provide timely, accurate, professional, and responsive support verbally and via email to internal and external customers to resolve reported issues and take proactive steps to prevent recurrence.
• Approximately 80% of communications are with external studio/distributor clients (territory‑level requestors up to Studio Home Office VPs); 15% with external theatre clients; 5% with internal studio support teams and other support teams.
• Create KDMs per studio guidelines, specifying dates and times for digital feature playback.
• Communicate problems and solutions for any content‑related issues.
• Exercise sound judgment and critical thinking to determine appropriate actions, prioritize instantly to avoid missed deadlines.
• Update and report problems with distressed key and/or content orders by creating or updating incidents and sending email advisements.
• Identify trends in the International Support Center and aid in developing/updating documentation to address frequently reported problems.
• Notify management of increasing, unusual, or repeated activity trends.
• Generate required reports from systems and read/utilize the information.
• Provide feedback and suggestions to management for improved customer satisfaction, process improvements, and system enhancements.
• Maintain a high level of confidentiality of customer/client sensitive information and Deluxe confidential information.
• Handle special projects and other duties as assigned.
• Work tickets in order of priority from a queue simultaneously with other associates.
• Create KDMs for theatres based on requests from studios/distributors.
• Troubleshoot theatre‑reported problems.
• Reconcile orders in error.
• Perform theatre information updates, including theatre screening information, server information, and contact information.
• Create and maintain documented studio and release guidelines.

Requirements

• Strong computer literacy skills with emphasis on software knowledge, installations, and use.
• Proficiency with Microsoft applications, database applications, Internet, and internet protocols.
• Basic computer abilities with understanding of terminology and functionality.
• Proactive attitude, ability to take direction, and establish ownership of projects.
• Demonstrated networking skills to foster strong internal and external relationships.
• Excellent verbal and written communication skills.
• Knowledge of military time, time zones, and ISO country abbreviations.
• Bilingual or multilingual ability is a plus but not required.
• Ability to read and interpret documents, routine reports, and correspondence.
• Ability to speak clearly and professionally.
• Ability to create written communication for co‑workers, management, and customers.
• Ability to multi‑task effectively amid distractions and medium noise levels in a high‑stress, fast‑paced environment.
• Present for assigned work shift and flexible to shift changes as required to support customer base during high‑volume peak periods, including weekends and holidays.

Pay

The base pay for this role is $16.83 to $19.00 per hour; actual amounts will vary depending on education, skills, experience, and geographic location.