Software Support Specialist

Become our new Application Specialist II. Our support team takes care of cinemas all over North America, empowering the magic of the movies! Join our team of growing Application Specialists to enhance your technical and communication skills, ultimately becoming an expert in Vista’s cinema software. You’ll play a key role in installing, configuring, and supporting software. This fast-paced role requires a self-motivated problem-solver who can prioritize multiple tasks, troubleshoot and resolve technical issues efficiently, and communicate effectively with global teams.

About the role

You'll have the opportunity to grow your expertise, collaborate with industry leaders, and make a real impact on the customer experience. The role involves taking ownership of technical support issues, installing and configuring Vista Group software, collaborating across regions and departments, and upskilling clients and team members.

About Vista

Vista is a global leader in film industry software solutions. We are one of the leading producers of software for the cinema market worldwide. Vista software is used to operate cinemas in over 65 countries, including the USA, Canada, Mexico, UK, India, China, Hong Kong, Taiwan, Australia, and New Zealand.

Responsibilities

• Take ownership of investigating, tracking, finding solutions, and resolving technical support issues and questions, including testing solutions before deploying to production, understanding program code and error logs, and logging software bugs, in collaboration with clients, team members, vendors, and third parties around the world.
• Install and configure Vista Group software remotely and onsite as part of troubleshooting, resolving issues, or onboarding.
• Collaborate across regions and departments, taking on diverse tasks and initiatives, whether on an ad hoc basis, temporarily, or as part of a structured rotation program.
• Learn about MS SQL Server relational databases and utilize T-SQL queries to investigate and solve problems.
• Become knowledgeable of the Vista Group software and the cinema industry to effectively serve clients.
• Upskill and train clients, team members, vendors, and third parties via various methods such as creating documentation and hosting training sessions.
• Build strong relationships with clients and team members.
• Be available on a bi-monthly rotation for urgent after-hours support.
• Other responsibilities as assigned.

Requirements

• Great attitude, pride in your work, and commitment to creating excellent outcomes for our customers.
• Enjoy managing own priorities and work well with different people and styles in a fast-paced environment.
• Strong analytical/critical thinking skills and problem-solving abilities.
• Friendly, positive personality and excellent interpersonal skills.
• Creativity in using technology to find and measure meaningful results.

What would be nice to have:

• Professional work experience in technical troubleshooting or a scholastic equivalent.
• Knowledge or interest in the cinema industry.
• Knowledge in MSSQL Server and T-SQL and base level understanding of relational databases.
• Working knowledge of Windows OS, hardware, and networking.
• Bachelor’s degree.
• Experience working with theatre or restaurant POS systems.

Benefits

• Health Care Plan (Medical, Dental & Vision).
• Retirement Plan (401k, IRA).
• Life Insurance (Basic, Voluntary & AD&D).
• Paid Time Off (Vacation, Sick & Public Holidays).
• Family Leave (Maternity, Paternity).
• Training & Development.
• Free Food & Snacks.
• Sponsored social events.
• Work From Home/Office (50/50).
• 4.5 Day work week (half-day Fridays).

Pay

Salary band: $80,000–$85,000 per annum.

Shared Standards

Our Shared Standards act as a compass for how we work together and reflect the behaviors we value at Vista Group. The way in which each member of our crew embodies these Shared Standards is an indicator for performance and success, as it aligns with our vision and strategy.

• One Crew: We're a diverse team, in different places and functions, and we're at our best when we connect, help, and collaborate.
• Shine a Light: We communicate openly, we explain the why, and we ask when we don't understand. We don't leave people in the dark.
• Make it Happen: We make good things happen as people and as teams through our focus on delivery.
• Chase Great: We challenge ourselves and each other to keep improving.