About this role
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 Sales & Management Systems (SaMS) Agent I provides first-level technical and operational support to Cinemark theatres. In this role, you’ll help theatre teams troubleshoot and resolve issues with the systems and applications that support sales, theatre management, and day-to-day theatre operations. You’ll use internal tools, knowledge resources, and established troubleshooting procedures to identify issues, provide solutions, document incidents, and escalate when additional support is needed. We’re looking for someone who enjoys solving problems, helping others, learning new technology, and working in a fast-paced team environment.
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.
Requirements
- 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.
- Dependable, detail-oriented, self-motivated, and eager to learn.
- Theatre operations experience is a plus.
- Availability to work a flexible schedule, including evenings, weekends, and holidays.
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*
*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