SUMMARYDelivers technical support to contracted customers, based on the SLA requirements set forth in the Master Services agreement.
Provides first-line support for clients within the timelines set forth in the Master Services Agreements -- Assisting with general troubleshooting, bug resolution, upgrade support, maintenance questions & renewals, training registrations, basis functionality training, and providing backup to the System Engineers, as needed. All client interactions will be tracking in the Case / Project Management System.
ESSENTIAL JOB FUNCTIONS (Essential job functions include, but are not limited to the following):
Provide proper documentation of all client interactions in the Case / Project Management System.
Acquires and maintains current technical knowledge of relevant product/ service offerings as it pertains to document capture, storage, retrieval, electronic workflow, data and systems integration.
Updating the knowledgebase from Case Issues and other troubleshooting actions. As specific solutions are found to bugs, deficiencies’, modules, etc., the Knowledgebase will be updated to ensure that these solutions are available for future issues.
Directly responsible for all maintenance renewals, and all supporting activities related to the client’s maintenance, including new license file handling, test system licensing, providing new release upgrade files, review maintenance bills, etc.
Supports and manages the development of the internal ECM system, including upgrades, issue resolution, new scope, and project management.
Maintain the customer-facing Portal, ensuring data is reported accurately to clients.
Provide backup to the System Engineer role, supporting implementations as needed.
Assist Pre-Sales in the development of customized demos and proof-of-concepts, as required during the sales process and for events.
Participates in Sales and Training events, as required.
Participates in technical/ end user training classes in support of the installed document management solution.
Performs other duties as assigned.
EDUCATION REQUIREMENTSFour year college degree or satisfactory completion of a technical curriculum from an accredited computer school and/ or equivalent work experience
Three years or greater experience in an IT related role
Microsoft MCSE - Preferred
CDIA+ Certification – Required
ECMp Certification - Required
Hyland OnBase Certification(s) - Desired
Minimum 2 years’ experience as a Help Desk Specialist or related role
Special Skill Requirements
Excellent interpersonal and communications skills
Excellent communication skills
Ability to execute within a team structure
Strong technical implementation and troubleshooting skills
Ability to collaborate with internal partners and external vendors to solve technical problems
Ability to create process documentation – Visio experience preferred
Hyland OnBase Installer Certification – Required
Hyland OnBase Workflow Certification – Desired
Expert knowledge of Microsoft Office Products (Word, Excel, PowerPoint, Project and Outlook)
Knowledge of SharePoint - Preferred
Physical Actions & Environment
Job duties require moderate travel to contracted customer locations primarily in Southern California.
Required job duties are sedentary and normally performed in a climate controlled office environment
Must possess a valid CA drivers license with a good driving record
Must possess broadband internet connectivity
Business Casual dress is required, however, business attire may be required for customer account/ management meetings
Tools and Computers
Each employee will be provided with a company issued laptop computer system and mobile phone.
Konica Minolta offers:
Competitive compensation program
Outstanding benefits package (including medical, dental, life insurance)
401(k) plan with matching company contribution
Excellent holiday/vacation plans.
Employee Referral Bonus Program.
Ongoing training opportunities.
Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.
KMBS 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.