Konica Minolta currently has an exciting opportunity for a Technical Specialist for our Global Service Desk Division.Follows prescribed processes and procedures including systems, schedule adherence and tool utilizations
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.
Provide initial processing of incoming technical support incidents; customer identification, entitlement and incident recording. Deliver initial diagnosis and basic level triage support to remotely resolve incident, or escalate as necessary.
PRIMARY DUTIES AND RESPONSIBILITIES
Communicates clearly and professionally with customers to handle requests efficiently; communicates technical information in an easily understood manner
Handle inbound requests and escalations including support incidents, service requests, meter readings and supply orders using internal multi-media
Utilize listening skills to understand the nature of the customer request and determine best course of action including resolution of technical details
Identify urgent situations that require additional actions to satisfy the customers’ needs including supply sourcing/expediting and escalation of technical issues
Perform advanced, in-depth triage to remotely resolve issue or escalate as required
Create incident and dispatch technician providing technical information to assist in problem resolution
Follow through on customer commitments, research as needed using available resources
Actively participate in learning opportunities and completes assigned curriculum in a timely manner and applies knowledge to continuously improve our customer experience
Complete projects and tasks as assigned by management
NOTE: Domain duties are detailed in specific job posting
EDUCATION AND EXPERIENCEHigh school or equivalent
Minimum 1-2 years experience as helpdesk / service technician
OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
Excellent 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
Ability to multi-task work in a fast paced environment
Occasional travel as requested
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.
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.