At a Glance
- Tasks: Support cinema customers with Dolby products, resolving technical issues and providing training.
- Company: Join Dolby, a leader in entertainment innovation, where science meets art.
- Benefits: Flexible work options, competitive pay, and a collaborative culture.
- Other info: Opportunity for international travel and involvement in exciting projects.
- Why this job: Make a real impact in the entertainment industry while growing your technical skills.
- Qualifications: Experience in tech support and a passion for customer service.
The predicted salary is between 37800 - 46200 £ per year.
Join the leader in entertainment innovation and help us design the future.
At Dolby, science meets art, and high tech means more than computer code.
As a member of the Dolby team, you’ll see and hear the results of your work everywhere, from movie theaters to smartphones.
We continue to revolutionize how people create, deliver, and enjoy entertainment worldwide.
To do that, we need the absolute best talent.
We’re big enough to give you all the resources you need, and small enough so you can make a real difference and earn recognition for your work.
We offer a collegial culture, challenging projects, and excellent compensation and benefits, not to mention a Flex Work approach that is truly flexible to support where, when, and how you do your best work.
Summary
Dolby’s Group Entertainment and Support Services team supports an extensive array of hardware, systems, tools, and software applications our customers use in the theatrical exhibition entertainment industry.
We provide engineering and technical support to dealers, integrators, and end customers.
The team regularly interacts with cross-functional groups within Dolby as the “voice of the customer” providing practical insight, resolving technical issues, and driving improvements to Dolby’s internal processes and products.
As a support engineer, you will be involved directly with Dolby’s cinema customers, helping them resolve problems and install our products.
You will have the opportunity to complete assignments independently, work in generally defined practices and methods, apply knowledge and understanding of customer needs to solve technical problems, grow professionally in technical areas related to Dolby’s business, and provide training and guidance to others.
Responsibilities
- Assist customers with performance problems that arise during the installation and operation of Dolby products.
- Provide support through multiple channels (Phone, Email, Chat, and Portal) to dealers, integrators, end customers, and field technical teams using Dolby products with a diplomatic, professional, and service-oriented approach until they’ve solved a technical issue.
- Ask customers targeted questions to understand the root of the problem quickly.
- Properly gather information and elevate unresolved issues to appropriate internal teams (e. g., product management, engineering, or another team).
- Provide prompt and accurate feedback and updates to customers.
- Refer to internal databases or external resources to provide accurate solutions.
- Ensure all issues are appropriately logged using internal case handling and communication systems in accordance with established procedures, specifications, and guidelines.
- Prioritize and manage several open issues at one time.
- Promote and maintain the quality and value associated with the Dolby brand by ensuring customer satisfaction in every transaction.
- Utilizing established systems and maintaining accurate records of customer communications and support activities.
- Deliver training to customers, field technical teams, and other internal staff on Dolby technologies and products.
- Provide technical sales assistance to our customers by helping them understand the features of Dolby Products, leading to successful sales of our products.
- Work with other team members on the creation, review, and maintenance of Dolby’s support knowledgebase, technical documentation, and test materials
Requirements
- Minimum of 5 years of Tech Support work experience or 2 years, with BS degree
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Must be customer service oriented and believe in collaboration, adaptability, transparency, and teamwork.
- Able to work independently to achieve goals established in a team environment.
- Excellent written and verbal English communication skills and ability to work with internal and external customers with a wide range of knowledge and skill levels.
- Strong problem-solving ability while under pressure to provide solutions.
- Ability to work with a flexible and changing schedule.
As part of on-call rosters to ensure 24/7 support, some work outside business hours or during weekends or bank holidays will be required.
- Ability to travel as required, fulfilling position duties; some international travel required.
- Desired
- Experience and knowledge of Sales Force CRM
- Experience working in and around motion picture theatres.
- Proficient in use of office systems and software suites including Microsoft Office and Confluence
- Bilingual or Trilingual
- Experience in Postproduction or Cinema systems and workflow a plus
- Interest in music, audio/video production, recording engineering, game/film audio or acoustics.
- Dolby Hiring Entity
- Dolby Europe Limited
- Work. Life So Ho, Waverly House
- 7-12 Noel Street
- London, England, W1F 8GQ
- United Kingdom
- #J-18808-Ljbffr
Support Engineer, Cinema Support employer: Dolby Laboratories, Inc.
At Dolby, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters creativity and innovation in the heart of London. Our commitment to employee growth is evident through challenging projects and opportunities for professional development, all while enjoying competitive compensation and a truly flexible work environment. Join us to make a meaningful impact in the entertainment industry, where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer, Cinema Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dolby Laboratories, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dolby Laboratories, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer, Cinema Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dolby Laboratories, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Dolby Laboratories, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dolby Laboratories, Inc.!
How to prepare for a job interview at Dolby Laboratories, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
