- Phoenix, Arizona, United States
- 5+ years
Provide advanced technical support and case management for Konica Minolta devices and services, resolving escalated customer incidents and coordinating with cross-functional teams.
Responsibilities
- Manage assigned queues of escalated customer incidents, service requests, and operational issues
- Perform advanced troubleshooting, root cause analysis, and cross-functional research to resolve complex technical and operational issues
- Document troubleshooting activities, findings, and resolutions within the ITSM platform
- Collaborate with internal service, technical, billing, and supply chain teams to achieve timely resolution
- Escalate complex issues requiring engineering, development, or specialized support involvement
Requirements
- High School Diploma or equivalent
- Nice to have: ServiceNow
- Nice to have: CXOne
- Nice to have: SAP
- Nice to have: experience supporting business equipment or office technology