GSD - Support Associate

Konica Minolta Business Solutions, U.S.A., Inc. • Phoenix, AZ

132d

About The Position

Konica Minolta currently has an exciting opportunity for a GSD Support Associate! This position involves providing exceptional service experiences when handling incoming customer requests, determining the reason for the request, and routing it to applicable functions if necessary. The associate will perform basic triage for service issues, log service incidents accurately, and assist customers with other requests as needed. The role requires clear and professional communication with customers, handling inbound requests including support incidents, service requests, meter readings, and orders using internal multi-media. The associate will gather information on customer requests, identify urgent situations, and follow through on customer commitments. Additionally, the associate will actively participate in learning opportunities and complete assigned curriculum in a timely manner, applying knowledge to continuously improve the customer experience. Projects and tasks assigned by management will also be completed.

Requirements

• High school or equivalent
• Entry level with some experience preferred in a call center environment
• Excellent verbal and written communication skills
• Good customer service and interpersonal skills
• Ability to problem solve and perform basic troubleshooting
• Computer skills - Microsoft Office, Word, Excel, PowerPoint
• Positive attitude and ability to collaborate well with team members
• Ability to multi-task and work in a fast-paced environment
• Ability to sit at a desk with a computer monitor for several hours
• Vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus
• Occasional travel as requested

Responsibilities

• Provide an exceptional service experience when handling incoming customer requests
• Determine the reason for the request and route to applicable functions
• Perform basic triage for service issues and escalate to level 2 if necessary
• Log service incidents accurately and assist customers with other requests
• Follow prescribed processes and procedures including systems, schedule adherence, and tool utilization
• Communicate clearly and professionally with customers to handle requests efficiently
• Handle inbound requests including support incidents, service requests, meter readings, and orders using internal multi-media
• Gather information on customer requests and determine the best course of action
• Identify urgent situations that require additional actions to satisfy customer needs
• Follow through on customer commitments and research as needed
• Actively participate in learning opportunities and complete assigned curriculum
• Complete projects and tasks as assigned by management

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees