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Technical Support Specialist

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2017 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



  • This position is responsible for directed calls from the IRC, IRT, AD and Non-ACD teams and  ensures that ticket documentation is completed and correct.

  • Also responsible for web updates and testing to solve problems or offer other viable options. 

  • Position handles most complex resolution on SSD Contact Support Center; is responsible for escalating tickets to the ESS and or field as necessary.  Position is also responsible for resolving high profile customer problems that are escalated by management team.   



Essential Job Functions



  1. Primarily responsible for processing transferred calls or webs to attain final resolution or escalation.

  2. Accountable for ticket updates and problem resolution.  Escalates to ESS or field as necessary. 

  3. Responsible for lab condition and maintenance.

  4. Responsible for monitoring open tickets for high profile customers and accounts.

  5. Provide assistance to all other SSD Contact Support Center teams.

  6. Responsible for diverse knowledge of KMBS and third party software solutions.

  7. Extensive understanding of full range of KMBS products, including printer, workgroup, workPro and Production products and solutions


 



Competencies (Knowledge, Skills and Abilities)



  • Strong technical skills.

  • Exhibits customer service skills.

  • Excellent written/communication skills.

  • Minimum 30 WPMs typing skill.

  • Strong organizational and follow-up skills.

  • Ability to multi-task and work under pressure.

  • Exhibits strong troubleshooting skills.

  • Can be counted on to work independently.

  • Demonstrated PC expertise is a requirement.

  • Mastery of all multi-functional product functions such as scanning, printing, faxing, etc€

  • Knowledge of third party technology and workflow solutions.

  • Network-capture knowledge and interpretation.

  • Must be able to work a flexible work schedule.

  • Light travel may be required for training.



Experience, Educational Reqts and Certifications



  • Graduation from a 2-year education program in Computer Science, IT or Computer maintenance program, and minimum 4 years work experience in related field.

  • N+ or A+ certification is required.

  • Konica Minolta certification on current multi-functional printers with field technical service experience is preferred.



Konica Minolta Offers:  


 



  • 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 Assistance Program

  • Employee Referral Bonus Program

  • Ongoing professional development training including access to online Harvard Manage/Mentor courses

  • Visible, exciting work supporting 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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