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Global Service Desk Account Specialist


Overview:

Konica Minolta currently has an exciting opportunity for a Global Service Desk Account Specialist!

Provide an exceptional service experience when handling incoming customer requests
Determine nature of customer request and provide the appropriate support or escalation
Handle additional dedicated and non-dedicated customer requests as needed
Interact with external systems per customer requirements
Follows standard Service Level Agreement (SLA) Management practices
Responsibilities:
Follows 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 and external multi-media following customer specific procedures and policies
Triage customer requests to determine best course of action using active listening and/or research including proper handling of account specific procedures
Identify urgent situations that require additional actions to satisfy the customers’ needs including supply sourcing/expediting as well as incident and customer specific project escalation
Follow through on customer commitments, research as needed using available resources
Provide standard SLA and escalation management based on customer entitlement
Routine monitoring of specified customers, follow up with direct and indirect resources; document activity and complete incident in applicable systems
Actively participate in learning opportunities and completes assigned curriculum in a timely manner; apply knowledge learned to continuously improve the customer experience
Complete other projects and tasks as assigned by management
Qualifications:
High school diploma or equivalent
Minimum 2 years’ experience in customer service
Excellent verbal and written communication skills
Knowledge of systems and applications used to support a call center environment
Good customer service and interpersonal skills
Ability to problem solve and perform basic 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
Occasional travel as requested
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 2021-2023 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.

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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.

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