GSD Technical Specialist II

Konica Minolta Business Solutions, U.S.A., Inc.•Oldsmar, FL

12d

About The Position

Konica Minolta currently has an exciting opportunity for a GSD Technical Specialist II! 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

Requirements

High school or equivalent
Konica Minolta Outward Professional Level achievement
Minimum 2-3 years’ experience as help desk / service technician
Proficent verbal and written communication skills
Knowledge of systems and applications used to support a call center environment
Aptitude to learn KM Product specific knowledge
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
Detail Oriented
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

Nice To Haves

CompTIA A+, N+, Microsoft network and windows certifications preferred

Responsibilities

Follows prescribed process and procedures including systems, schedule adherence and tool utilization
Communicate clearly and professionally with customers to handle requests efficiently; convey technical information in an easily understood manner to internal and external parties
Handle inbound requests and escalations including support incidents, service requests, and orders using KMBS systems and following customer specific procedures and policies
Utilizes listening skills to understand the nature of the customer 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
Participates occasionally on 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
NOTE: Domain duties are detailed in specific job posting