Overview Konica Minolta currently has an exciting opportunity for a GSD Ops Specialist! Provide an exceptional customer experience by handling complex requests both internal and external quickly and efficiently Deals with more advanced requests, projects and special customer scenarios that require cross-functional coordination, analysis and problem solving Handles escalation from others and assists in finding effective resolutions Shares knowledge and interacts with customer and internal staff via phone, email and other media Responsibilities Provides processing of incoming software installation requests including customer identification and entitlement Utilizes remote sessions to perform software installations on client computer networks Delivers diagnosis and basic level software support Develops expertise in Konica Minolta's provided products, services, and related technologies Follows prescribed process and procedures including systems, schedule adherence and tool utilization Communicates clearly and professionally with customers to handle requests efficiently Maintains records accurately and keeps system information updated Works as a Subject Matter Expert (SME) on specified tasks Works with internal and external resources to resolve complex customer requests Manages project-based activities and coordination related to customer support and fulfillment Follows through on customer commitments, in a timely manner, using available resources as needed Serves as the customer advocate and voice of the customer throughout the organization Responds to and evaluates customer request and determine best course of action Identifies and controls urgent and volatile situations that require additional actions to satisfy the customers' needs including supply sourcing/expediting and incident escalation Maintains communications with customers during the problem resolution process Actively participates in learning opportunities and completes assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience Contributes job knowledge and best practices to other team members Completes advanced projects and tasks as assigned by management Qualifications High school or equivalent Minimum 4+ years of experience in a call center environment Basic computer network skills supporting hardware and/or solution implementation Competent expertise with MS Windows (Microsoft Office, Word, Excel, PowerPoint) operating systems and general office applications Excellent verbal and written communication skills Knowledge of systems and applications used to support a call center environment Excellent customer service and interpersonal skills Ability to problem solve and perform advanced troubleshooting with minimal assistance Positive attitude and collaborates well with team members. Provides guidance and support to junior team members Detail-oriented and the ability to multitask work in a fast paced environment Occasional travel may be required

Physical Requirements:

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 2021-2023

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. 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. Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer. Solutions d'affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.