Overview
Konica Minolta currently has an exciting opportunity for a GSD Technical Specialist II!
- Perform basic technical support to resolve customer reported issues
- Assist in mentoring/coaching and general elevation of technical skillset of junior personnel
- Provide technical advice as required on core products, technology and services
- Assists with customer specific engagements and managed deployments
Responsibilities
- Follows prescribed process and procedures including systems, schedule adherence and tool utilization
- Communicate clearly and professionally with customers to handle requests efficiently; convey technical information in an easily understood manner to internal and external parties
- Handle inbound requests and escalations including support incidents, service requests, and orders using KMBS systems and following customer specific procedures and policies
- Utilizes listening skills to understand the nature of the customer request and determine best course of action including resolution of technical issues and proper handling of account specific procedures
- Identify urgent situations that require additional actions to satisfy the customers' needs including technical escalation of issue; Utilizes tools, system knowledge and other resources effectively
- Perform troubleshooting on complex/advanced KM technologies to remotely resolve issue or escalate as required
- Follow through on commitments, research as needed using available resources
- Identify and document troubleshooting examples to improve customer issue resolution
- Participates occasionally on routine quality assurance reviews of peers to help improve the effectiveness of the team; Provides guidance and support to junior team members
- Analyze incident trends using available statistical data to identify support improvement opportunities
- Actively participates in learning opportunities and completes assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience
- Complete projects and tasks as assigned by management
- NOTE: Domain duties are detailed in specific job posting
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Qualifications
- High school or equivalent
- Minimum 2 years' experience as help desk / service technician
- Proficent verbal and written communication skills
- Knowledge of systems and applications used to support a call center environment
- Aptitude to learn KM Product specific knowledge
- CompTIA A+, N+, Microsoft network and windows certifications preferred
- Good customer service and interpersonal skills
- Ability to problem solve and perform advanced troubleshooting with minimal assistance
- Computer skills - Microsoft Office, Word, Excel, PowerPoint
- Positive attitude and collaborates well with team members
- Detail Oriented
- Ability to multi-task work in a fast paced environment
- Could be subject to additional screening (background checks, credit check, drug testing, etc.) to satisfy customer security requirements for access to their network, systems, locations
- Occasional travel as requested
- Konica Minolta experience preferred
- Konica Minolta Outward Associate required within the first 6 months of employment
- NOTE: Domain skills are detailed in specific job posting
About Us
Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.
EOE Statement
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.
Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.
Solutions d'affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.