POSITION OBJECTIVECommunicate clearly and professionally with customers to handle requests efficiently; convey technical information in an easily understood manner to internal and external parties.
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.
PRIMARY DUTIES AND RESPONSIBILITIES
Handle inbound requests and escalations including support incidents, service requests, and orders using KMBS systems and following customer specific procedures and policies.
Gather information of the customer’s 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
Assist with 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.
Follows prescribed process and procedures including systems, schedule adherence and tool utilization.
NOTE: Domain duties are detailed in specific job posting
EDUCATION AND EXPERIENCEHigh school or equivalent
Konica Minolta Outward Professional Level achievement
Minimum 2-3 years’ experience as help desk / service technician
OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
Proficient 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
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
NOTE: Domain skills are detailed in specific job posting
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.
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.