Support Specialist

Support Specialist - Cinema Software

Company: Vista Group
Location: Cape Town, South Africa (Hybrid: 2 days/week in office)
Type: Full-Time

Principle Objective

Vista Group is a global leader in providing technology solutions to the international film industry. As a Support Specialist, you will be at the forefront of customer service and second-line technical support, ensuring our clients receive world-class assistance. This fast-paced role requires a self-motivated problem-solver who can prioritize multiple tasks, troubleshoot and resolve technical issues efficiently, and communicate effectively with global teams. You will have the opportunity to grow your expertise, collaborate with industry leaders, and make a significant impact on the customer experience.

Key Responsibilities

• Investigate, track, resolve, and document technical support issues and questions, including testing solutions, understanding program code and error logs, and logging software bugs, in collaboration with global clients, team members, vendors, and third parties.
• Install and configure Vista Group software remotely and onsite for troubleshooting, issue resolution, or onboarding as needed.
• Collaborate across regions and departments on diverse tasks and initiatives, gaining experience with different teams and contributing to impactful projects.
• Develop in-depth knowledge of Vista Group software and the cinema industry to effectively serve clients.
• Upskill and train clients, team members, vendors, and third parties through documentation creation and training sessions.
• Build strong relationships with clients and team members.
• Participate in a bi-monthly rotation for urgent after-hours support.
• Undertake other responsibilities as assigned.

Qualification and Experience:

• Proficient knowledge of technologies such as Microsoft SQL Server, .NET, cloud technologies, and networking is desired.
• Excellent problem-solving, analytical, 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.).
• Must be a citizen or resident, or hold a current work permit for South Africa.
• Must possess a current valid passport or be able to obtain one promptly if required.

About Vista

Vista Group is the global leader in providing technology solutions to the international film industry, with brands including Vista, Veezi, Movio, Numero, Maccs, Flicks, and Powster. We cover cinema management software, loyalty and moviegoer engagement, film distribution software, box office reporting, creative studio solutions, and content discovery. With over 700 employees across six main offices globally, we pride ourselves on being an inclusive workplace that reflects our clients and communities. We aim to ‘do good things with good people’.

Shared Standards:

• One Crew: Connect, help, and collaborate effectively as a diverse team.
• Shine a Light: Communicate openly, explain the 'why', and ask when clarification is needed.
• Make it Happen: Focus on delivery and achieve positive outcomes.
• Chase Great: Continuously challenge ourselves and each other to improve.

Benefits:

• Rest & Relax Fridays (Finish at lunchtime on Friday, paid for the full day).
• Annual volunteer day.
• Employee Rewards and Benefits with Perkbox.
• Medical Insurance / Medical Aid.
• Employee Assistance Programme Service.
• Paid Sick leave.
• 5 days bereavement leave per year.
• On-Site Breakfast Bar.

Vista Group values inclusivity and celebrates diversity, committed to offering equal opportunities.