Global Service Department Support Associate

Global Service Department Support Associate Location Remote in Phoenix, AZ : Overview:

Konica Minolta currently has an exciting opportunity for a Global Service Department Support Associate!

• Provide an exceptional service experience when handling incoming customer requests
• Determine the reason for the request and, if necessary, route to applicable functions
• For service issues, perform basic triage to determine the best course for resolution and/or escalate to level 2
• Log service incidents accurately and assist customers with other requests as needed

Responsibilities:

• Follows prescribed processes and procedures including systems, schedule adherence and tool utilizations
• Communicates 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
• Gathers information of the customer request and determine best course of action
• Identifies urgent situations that require additional actions to satisfy the customers' needs including supply sourcing/expediting and incident escalation
• Follow through on customer commitments, research as needed using available resources
• 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

Qualifications:

• 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 collaborates well with team members
• 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 includes: close vision, peripheral vision, depth perception, and ability to adjust focus

About Us:

Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2025 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

EOE Statement:

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.