Operations Technical Coordinator

Operations Technical Coordinator
FL - Saint Petersburg

Job Description

Konica Minolta currently has an exciting opportunity for an Operations Specialist in our Global Service Desk Division. The position may reside in either our St. Petersburg, FL; Windsor, CT; or Phoenix, AZ location depending on where the most qualified candidate is identified.

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2016 America’s Best Large Employers, is transforming the way we all do business.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.

At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.

POSITION OBJECTIVE
Provide an exceptional customer experience by handling complex requests both internal and external quickly and efficiently. Deals with more advanced requests, projects and special customer scenarios that require cross-functional coordination, analysis and problem solving. Handles escalation from others and assists in finding effective resolutions. Shares knowledge and interacts with customer and internal staff via phone, email and other media.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Provides processing of incoming software installation requests including customer identification and entitlement.
  • Utilizes remote sessions to perform software installations on client computer networks.
  • Delivers diagnosis and basic level software support.
  • Develops expertise in Konica Minolta's provided products, services, and related technologies.
  • Follows prescribed process and procedures including systems, schedule adherence and tool utilization.
  • Communicates clearly and professionally with customers to handle requests efficiently.
  • Maintains records accurately and keeps system information updated.
  • Works as a Subject Matter Expert (SME) on specified tasks.
  • Works with internal and external resources to resolve complex customer requests.
  • Manages project-based activities and coordination related to customer support and fulfillment.
  • Follows through on customer commitments, in a timely manner, using available resources as needed.
  • Serves as the customer advocate and voice of the customer throughout the organization.
  • Responds to and evaluates customer request and determine best course of action.
  • Identifies and controls urgent and volatile situations that require additional actions to satisfy the customers’ needs including supply sourcing/expediting and incident escalation.
  • Maintains communications with customers during the problem resolution process.
  • Actively participates in learning opportunities and completes assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience.
  • Contributes job knowledge and best practices to other team members.
  • Completes advanced projects and tasks as assigned by management.

    Job Requirements

    EDUCATION AND EXPERIENCE

  • High school or equivalent
  • Minimum 4+ years of experience in a call center environment

    OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
  • Basic computer network skills supporting hardware and/or solution implementation.
  • Competent expertise with MS Windows (Microsoft Office, Word, Excel, PowerPoint) operating systems and general office applications.
  • Excellent verbal and written communication skills.
  • Knowledge of systems and applications used to support a call center environment.
  • Excellent customer service and interpersonal skills.
  • Ability to problem solve and perform advanced troubleshooting with minimal assistance.
  • Positive attitude and collaborates well with team members.
  • Provides guidance and support to junior team members.
  • Detail-Oriented.
  • Ability to multitask work in a fast paced environment.
  • Occasional travel may be required.

    Physical Requirements
  • This position requires sitting at a desk with a computer monitor for several hours at one time.
  • The vision requirement include: close vision, peripheral vision, depth perception, and ability to adjust focus.

    Konica Minolta offers:
  • Competitive compensation program.
  • Outstanding benefits package (including medical, dental, vision, company-provided disability and life insurance).
  • 401(k) plan with matching company contribution.
  • Generous holiday and paid time off schedules.
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.

    Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™ .

    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.

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