Global Cinema Support Coordinator

at  MPS

Job Purpose
As Global Cinema Support Coordinator, you will be part of our 24-hour first-line support team, dealing with all types of exhibitor and distributor queries. Managing our worldwide trusted device list (TDL), keeping cinemas up to date with new MPS products available to them, and maintaining our no-dark screen policy by doing everything you can to troubleshoot problems that may arise. Due to the 24-hour nature of the role, you will also be handling some out-of-hours queries for other MPS teams.
The team works an 8-week shift pattern, including night and weekend shifts, and some shifts will require lone working. The shifts are 12 hours long and are currently set at 0600-1800 / 0800-2000 / 1200-0000 / 1800-0600. The shift patterns are subject to change
This is a remote home-working team, so the day-to-day role will not be office-based but will be carried out at your home premises.
You will be required to attend the London office quarterly for team anchor days and staff meetings and events periodically.
Who we are…
Motion Pictures Solutions (MPS) is a leading international film services company, providing end-to-end solutions at all stages in the field of theatrical film delivery. From 24/7 post-production and mastering through to secure electronic distribution, KDM delivery, live event management, creative services and specialist technical consultancy, MPS offers distributors, exhibitors and industry partners a culture of innovation, a high level of expertise and fast turnaround times.
We have spent the past 18 years building MPS into a company that major Film Studios and Distributors trust. We’re an industry leader and our aim is to make the global cinema industry run better, with our software already forming the basis of that ambition. We want to drive the cinema industry forward using the power of new, secure web-based technologies.
MPS is an energetic company, and we guarantee a fun workplace and maybe the odd movie in one of our state-of the-art screening rooms. Most of all we want ambitious, driven people who are passionate about technology and film.

Main Duties & Responsibilities

• Troubleshooting problems
• Providing cinemas with advice to help resolve issues that may occur
• Escalating queries/problems to the appropriate department when necessary
• Working closely with IT and Development teams to ensure systems are running smoothly
• TDL management, protecting the system and client content from being released to blacklisted and non-compliant devices
• Working closely with other departments/teams to ensure the best customer service experience
• Working with studios and distributors, cinemas, and servicing labs.
• Occasional interaction with directors and postproduction employees
• Building and maintaining external relationships with both distributors and exhibitors
• Managing the storage of essential documentation
• Managing multiple inboxes: KDM, Universal USA, Domestic, Support and occasionally APAC Distribution for holiday cover
• Call handling
• Keeping knowledge of systems and current practices up to date
• Ability to prioritise inbox to ensure all urgent queries are dealt with in a timely manner
• Adhering to set protocols and escalation procedures

REQUIREMENTS:

Qualifications

• 3 A-levels or equivalent

Experience/ Competencies

• Customer service experience
• Knowledge of the digital cinema industry
• Cinema projection experience

Skills & Knowledge

• General IT skills
• Excellent organisational skills
• Database Administration

Behaviours

• Strong written and verbal skills
• Able to adapt and flex role as required
• Good team worker with strong work ethic
• Able to work 12-hour shifts, nights, weekends and lone working

• Troubleshooting problems
• Providing cinemas with advice to help resolve issues that may occur
• Escalating queries/problems to the appropriate department when necessary
• Working closely with IT and Development teams to ensure systems are running smoothly
• TDL management, protecting the system and client content from being released to blacklisted and non-compliant devices
• Working closely with other departments/teams to ensure the best customer service experience
• Working with studios and distributors, cinemas, and servicing labs.
• Occasional interaction with directors and postproduction employees
• Building and maintaining external relationships with both distributors and exhibitors
• Managing the storage of essential documentation
• Managing multiple inboxes: KDM, Universal USA, Domestic, Support and occasionally APAC Distribution for holiday cover
• Call handling
• Keeping knowledge of systems and current practices up to date
• Ability to prioritise inbox to ensure all urgent queries are dealt with in a timely manner
• Adhering to set protocols and escalation procedure