Support Specialist

4 months ago

Cape Town, South Africa Vista Entertainment Solutions Full time

**Principle Objective**

The Support Specialist is a self-motivated individual whose mission is to become an expert in Vista Group software, playing an important role in customer service and technical support. The fast-paced role requires the ability to prioritize multiple tasks and troubleshoot effectively while providing excellent communication.

**Key Responsibilities**
- Take ownership of investigating, tracking, finding solutions, and resolving 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 in various roles
- Install and configure Vista Group software remotely and onsite as part of troubleshooting and resolving issues or onboarding as needed
- Expected to perform cross-regional and cross-departmental tasks and initiatives as assigned either on an ad-hoc, temporary basis, or as part of a more formal rotation program
- 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 rotation with a cell phone for urgent after-hours support issues
- Travel domestically and internationally on occasion
- Other responsibilities as assigned

**Role Levels**

**Level I**:

- Practicing leadership capabilities
- Often seeks guidance or instruction

**Level II (everything from I plus)**:

- Typically, two years of experience or more with Vista Group software
- Creates joyous experiences and great outcomes for clients
- A self-starter, infrequently seeks guidance or instruction
- Proficient on most products and at least one advanced product
- Takes proactive measures to prevent software issues
- Consistently achieves business goals and metrics successfully, promptly, and accurately

**Senior (everything from II plus)**:

- Typically, four years of experience or more with Vista Group software
- Expert on core products and at least one advanced product
- Consistently embodies leadership capabilities
- Own internal and external escalations and priorities with the team
- Coordinate or assign work items with the team and other tasks as delegated
- Run point on support initiatives or projects
- Provide coaching, mentorship, training, and guidance to the team
- Helps facilitate cross-regional and cross-departmental tasks and initiatives as assigned either on an ad-hoc, temporary basis, or as part of a more formal rotation program
- Provide and assist with coordinating coverage for team members and managers
- Overachieves business goals and metrics

**Requirements**:
**Qualification and experience**:

- Undergraduate degree
- Some knowledge of technologies such as SQL Server, Visual Basic,.NET, cloud technologies, and networking desired
- Excellent problem-solving and analytical skills, verbal and written communication, and organizational skills with meticulous attention to detail
- Ability to remain composed under pressure, using independent discretion and judgment to assess situations and respond appropriately
- Commitment to excellent customer service and dedication to creating great outcomes and working relationships
- Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
- Citizen or resident or holds a current work permit for the required location
- Current valid passport or able to obtain one promptly if required

**Skills, Knowledge, Abilities and Personal Attributes**:

- You are a **strong team player** who creates value and builds trust through your contribution and your genuine care in doing your best for your team.
- You are an **effective communicator **who builds trust through your open, honest and constructive communication style.
- You constantly improve the way we work and create value by **challenging the status quo.**:

- You **take action** and create value though intelligent risks and prioritising what’s most important for Vista Group
- You **create value** by believing in the magic of cinema and seeking to understand the bigger picture of the wider business and industry, to better contribute towards the success of Vista Group

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