ABOUT NCM:
We are the country’s largest, most innovative cinema advertising platform whose mission is to unite brands with our young, diverse audience through the power of movies and pop culture. Hundreds of millions of moviegoers watch The Noovie Show each year, which airs in movie theaters nationwide prior to the trailers and feature film. NCM offers advertisers incredible reach with unrivaled engagement, making cinema a premium destination for advertisers. We’re a dynamic, fast-moving company focused on enhancing the moviegoing experience while developing creative ways for brands to connect with our hard-to-reach audience.
We’re committed to diversity, inclusion, and belonging, and strive to create a culture that leans into innovation, collaboration, accountability, honor, and perseverance. We’re obsessed with the movies, client solutions, and having fun while we work. If that sounds like a great sequel to your career’s story, check us out at NCM.com/careers.
POSITION SUMMARY:
The Customer Experience Tech position provides client support guidance, hardware and software support, and network service to ensure advertising and network equipment remains functional with acceptable playback quality. The Customer Experience Tech is essential in supporting and maintaining an ongoing relationship with existing clients and vendors.
The Customer Experience Tech provides support via telephone, email, and via the NCM internal ticket management system (CRM) to assist in maintaining the DCN network and client advertising distribution. Also acts as a support center for theatre, client, and vendor questions about services and programs.
ESSENTIAL FUNCTIONS:
Essential duties and responsibilities may include, but are not limited to, the following:
Customer focused expectation
- Strong and effective communication skills, including exercising patience and empathy when working with clients in potentially stressful conversations.
- Provide first-line support for all clients reported concerns, working to resolve while on the call, but ultimately focused on a quality customer experience overall with NCM.
- Must be able to recognize, adapt and respond to various types of clients and their needs to create a successful customer experience, while effectively troubleshooting and resolving their technical issues.
Troubleshoot and maintain the Digital Cinema Network (DCN)
- Troubleshoot and resolve hardware, software, audio, video, and network issues affecting the DCN, by making and receiving phone calls and emails, sometimes with the support of the theatre staff, theatre’s tech services, third party vendors, NCM Field Operations, and other NCM departments.
- Consistently and accurately log all phone calls, emails, and work completed throughout the workday.
Network support for the DCN and Satellite Network
- Identify, troubleshoot, and isolate LAN, Satellite, and Terrestrial circuits by email or phone support for the DCN network. Refer issues as needed to third party providers for repair. Escalate and verify resolution of issues as needed.
Build your knowledge base at an accelerated pace to improve the efficiency of Customer Experience Center (CEC) operations
- With over 50 different Automation setups, 12 different clients, 10 different types of DCP projectors and sound processors, the ability to learn quickly, retain and apply what you learn, and attention to detail are essential.
- Not all training is formalized and the Customer Experience Technician I will be a self-starter on reviewing the training guides and documentation during the slow periods of the workday with a Customer Experience II or higher.
QUALIFICATIONS:
Knowledge/Skills/Abilities:
- Well-developed customer service and communication skills (both written and verbal), including strong phone contact handling skills and active listening ability.
- High customer and service orientation, including ability to adapt/respond to different types of clients & their needs.
- Successfully identify, assess, and troubleshoot client’s needs to achieve client satisfaction; follow-up to ensure effective resolution as needed.
- Ability to work independently and multi-task in a fast-paced environment.
- Have working knowledge of Routers, Hubs, Switches, protocols, TCPIP, Frame Relay, T1’s and Satellite technology
- Have working knowledge windows operating systems including XP, Windows 7, and Windows 10
- Familiarity with computer hardware, software, and A/V equipment.
- Ability to follow a diagram or a one-sheet to isolate faults in troubleshooting.
- Experience with ticketing system and VOIP phone systems.
Experience and Training:
Any combination of the following experience and training (designated as required and/or preferred) that would provide the required knowledge and abilities is qualifying.
Experience:
- 1-3 years customer-facing customer service experience, including strong customer orientation
- 1-3 years hands-on networking / systems experience preferred
- 1-3 years of Customer Service or Network Services Center experience
- Knowledge of LAN Switching, preferably Cisco switches
- Windows XP, 7, 10,
Education: Some college and vocational or equivalent experience.
WORKING CONDITIONS
Environmental Conditions:
- Remote from home, in office environment or combination of both required
- Open concept working environment
- Multiple line phone system used daily
Availability:
The CEC operates 7 days a week, 365 days a year, including holidays. Work shifts change several times each year, you will be expected to be able to work any shift including the night shift, weekday shifts, and weekend shifts.
Equipment Used:
- The equipment used in the CEC is standard office equipment such as computers, computer monitors, printers, and multi line phones.
Physical Conditions:
- Essential and marginal functions may require maintaining physical condition necessary for sitting for prolonged periods of time, etc.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. To request an accommodation, please contact Human Resources at (303) 792-8899 or email: HR@ncm.com.
****Out-of-market applicants are welcome. Please be advised that NCM does not pay any relocation expenses****
SALARY RANGE & BENEFIT OPTIONS FOR COLORADO APPLICANTS:
Salary Range: Base Salary of approximately $26.06 – $29.81 per hour plus bonus – compensation is commensurate with skills & experience.
Benefits Options:
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- 401(k) Retirement Plan
- Life & Accidental Death & Dismemberment Insurance
- Short and Long-Term Disability Insurance
- Paid Holidays
- Paid Leave (vacation, personal days and sick)
- Commuter benefits
- Pet insurance
This information is provided as the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.
NOTICE TO CALIFORNIA APPLICANTS: For details about the Personal Information We may receive in connection with your application with and/or employment with National CineMedia and your rights regarding that Personal Information, please see our Employee / Officer / Director / Owner / Applicant / Independent Contractor Privacy Policy For California Residents at www.noovie.com/privacy.