Support Specialist, Fandango 1 (Theater Operations Experience Preferred)

Company Description

VERSANT (Nasdaq: VSNT) is an industry-changing media and entertainment business and home to trusted brands that shape culture, inform audiences, and build lasting connections. It operates across four core markets: political news and opinion, business news and personal finance, golf, and sports and genre entertainment. These markets are served through a powerful portfolio of iconic and innovative brands, including CNBC, MS NOW, USA Network, Golf Channel, Oxygen, E!, SYFY, and Versant's sports division USA Sports, along with complementary digital assets including Fandango, Rotten Tomatoes, GolfNow and GolfPass.

Job Description

We are looking to fill a Support Specialist role on our Fandango 1 team. Our team is responsible for consulting on all matters related to the technology solutions our Partner Cinemas use to successfully run their businesses. This role performs a wide variety of tasks, acting as both an industry and technology consultant while providing elite service rarely found in the cinema industry. Please note the schedule for the position:

• Days: Tuesday through Saturday 
• Hours: 3:00 PM – 12:00 Midnight PT (6:00 PM – 3:00 AM EST)

If you have a passion for solving problems and helping people improve their operations, this is a great opportunity for you.

Job Duties

• Serve as a resource for customers by providing solutions to technical challenges.
• Deliver exceptional customer service by working directly with cinema operators who use our proprietary software.
• Remotely connect to customer PCs to conduct training sessions, install software, adjust configuration settings, and identify/troubleshoot issues.
• Resolve technical issues, which may include:
• Tablet configurations
• Windows printing
• Receipt printing
• Bluetooth pairing
• Resolving IP conflicts
• Consult with clients on best practices to maximize revenue and improve business efficiency using our software.
• Build and maintain strong relationships with clients.
• Escalate issues to the Support Manager and assist in implementing solutions.
• Document all relevant information and investigation details in CRM cases.
• Demonstrate initiative by suggesting product enhancements or improvements to internal processes.

Qualifications

Basic Qualifications

• Tech-savvy with working knowledge of MS Windows & Office, plus an introductory or better understanding of networking, TCP/IP, and LAN functionalities.
• Ability to quickly learn new software and technologies.
• High energy, engaging personality, and patience with users across all technology skill levels.
• Experience may include any of the following:
• Technical background in a help desk environment requiring customer service
• Education or degree in:
• Information Technology (IT)
• Computer Science
• Networking
• Database Management
• System Administration
• Web Design/Development
• Cybersecurity
• Software Development
• Or other relevant technical fields
• Technical certifications is a plus.

Desired Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field.
• Prior experience with Cinema software is a plus.
• Experience administering, managing, or supporting point-of-sale systems in retail or F&B, and/or online reservation systems.
• Familiarity with Salesforce.com.
• Knowledge of the cinema industry preferred; previous cinema or cinema tech experience strongly desired, tech experience strongly desired.
• Advanced problem solving and analytical skills, solving and analytical skills.

Additional Job Requirements

• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-VERSANT worksite, most commonly an employee’s residence
• Schedule: 
  • Days: Tuesday through Saturday 
  • Hours: 3:00 PM – 12:00 Midnight PT (6:00 PM – 3:00 AM EST)
• This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks.  Compensation Range: $24.04 an hour.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion,