GSD Technical Specialist II

• 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

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

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

• Health Insurance
• Health Reimbursement Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• FSA
• HSA
• Fitness Subsidies
• Pet Insurance
• Mental Health Benefits
• Birth Parent Or Maternity Leave
• Non-Birth Parent Or Paternity Leave
• Family Support Resources
• Adoption Leave
• Flexible Work Hours
• Remote Work Opportunities
• Hybrid Work Opportunities
• Commuter Benefits Program
• Casual Dress
• Snacks
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events
• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave Of Absence
• Volunteer Time Off
• 401(K) With Company Matching
• Performance Bonus
• Financial Counseling
• Tuition Reimbursement
• Promote From Within
• Shadowing Opportunities
• Access To Online Courses
• Lunch And Learns
• Internship Program
• Leadership Training Program
• Associate Or Rotational Training Program
• Employee Resource Groups (ERG)
• Unconscious Bias Training