GSD - Support AssociateKonica Minolta Business Solutions Canada • Phoenix, AZ, US
GSD - Support Associate
Konica Minolta Business Solutions Canada • Phoenix, AZ, US
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job_description.job_card.job_descriptionProvide 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. 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 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 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 Occasional travel as requested
Konica Minolta currently has an exciting opportunity for a GSD Support Associate.
Overview
Konica Minolta currently has an exciting opportunity for a GSD 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. 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
Responsibilities
Qualifications
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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Support Associate • Phoenix, AZ, US