Implementation and Customer Support ExpertINDY Cinema GroupLocation: AucklandSalary: $50,000 – $55,000 per yearINDY Cinema Group, a trailblazer in the global movie theatre industry with our groundbreaking software solutions, is currently seeking an experienced Implementation and Support Expert to join our international team.Our mission is to deliver a comprehensive and user-friendly cloud-based platform that revolutionizes every aspect of running a cinema, empowering cinema owners, managers, employees, and moviegoers across the world.Customer satisfaction is our highest priority, and we strive to provide an unmatched level of service. We are looking for an individual who has first-hand experience providing superior support and implementation services on a global scale.Responsibilities:Report directly to the Head of Implementation and Support, based in the UK.Develop and maintain client relationships across the globe, with a primary focus on clients in New Zealand and Australia.Independently answer and resolve support tickets, demonstrating resourcefulness and strong problem-solving skills.Handle customer calls during assigned shift hours, providing efficient and timely solutions.Collaborate with our international team of support experts and software engineers to ensure consistent and comprehensive customer support.Manage the full process of software implementation, ensuring high levels of customer satisfaction.Conduct training sessions and workshops for clients, and keep them updated with new features and system updates.Regularly provide feedback to the management team on service improvements, challenges, and customer satisfaction levels.Required Qualifications:Proven first-hand experience in a support role within a software or point of sale company, with a track record of independently resolving issues.Ability to quickly learn and master new technologies.Excellent problem-solving and interpersonal skills.Strong written and verbal communication skills.Ability to work independently, manage multiple projects and deadlines, and build strong customer relationships.Flexibility to work in varying time zones, providing support to our global customer base.Fluency in English; knowledge of other languages is a plus.Location: Auckland / Remote Hybrid preferred - but the position can be fully remote. This remote role involves working on a rotational shift system to ensure full coverage across varying global time zones. INDY Cinema Group offers a competitive salary, flexible working hours, and the opportunity to be part of a forward-thinking global team.Knowledge of the cinema sector, and prior work in a cinema and / or venues that screened films is also a plus. Some infrequent travel may be required to attend onsite installations in New Zealand and Australia.
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