Solution Support Specialist

About Us

Konica Minolta is innovative robust and continually evolving. From printing scanning and copying to cloud storage and robotics our award-winning products and solutions help companies to transform and move information faster. Our people make this possible and as an organization we offer workplace flexibility support diversity and promote events and activities to support wellbeing. We strive to create and maintain an inclusive workforce as diverse and capable as our class-leading solutions. We actively encourage women and those from diverse backgrounds to apply for our roles.

About the role

We have an exciting opportunity for a highly motivated and skilled Solution Support Specialist to join our team. Reporting to the National Manager Office Solutions this hybrid position combines level 2 technical support responsibilities with entry-level solution delivery tasks. The role focuses on resolving technical issues supporting Solution Specialists during implementation activities and contributing to successful customer outcomes. This position provides exposure to solution delivery processes documentation configuration work and collaboration with internal teams. The ideal candidate will demonstrate strong troubleshooting skills excellent communication and a proactive approach to learning and supporting solution implementations.

Duties and Responsibilities

• Demonstrate strong technical expertise and troubleshooting ability while consistently engaging with customers in a professional and proactive manner.
• Replicate diagnose and resolve technical issues within agreed service SLAs using all available tools and resources to ensure timely resolution.
• Prioritise and manage service requests according to business impact escalating unresolved issues through appropriate channels.
• Record all reported issues troubleshooting actions and resolutions in the ticket ensuring every customer interaction is documented accurately and in detail.
• Contribute to the team knowledge base by creating updating and refining technical support documentation for shared use.
• Identify potential Professional Services opportunities by recognising issues understanding customer requirements and gathering information.
• Assist Solution Specialists with delivery tasks for standard solution implementations upgrades and fleet refreshes including configuration testing and basic customisations using available tools and features.
• Assist in the creation of and maintenance of documentation related to project work configurations setups workflows and customer specific solutions.

Who are we looking for

• Bachelors degree in a relevant field or equivalent experience.
• Possess an understanding of products such as YSoft Papercut Abbyy Suite Filebound PSI Capture Box and leverage product features to address customer needs.
• Experienced with Microsoft Office applications Windows and Mac environments common IT infrastructure components such as servers networks databases and operating systems.
• Excellent communication skills including the ability to explain technical concepts clearly and concisely to customers keeping them engaged and providing recommendations. Effectively listen to and accurately understand customer needs and feedback.
• Strong problem-solving skills including analytical thinking to identify issues and propose effective solutions and ability to adjust solutions based on customer feedback and requirements.
• Strong organisational and multitasking skills with the ability to prioritise tasks effectively in a fast-paced environment
• Strong collaborative skills within a team to achieve common goals and effectively manage and resolve conflicts.

As per Konica Minolta compliance procedures the successful candidate will be required to undertake background checks.

What can KM offer you

Were proud to be Certified by Great Place To Work reflecting the commitment we make to building a positive inclusive and empowering culture. At Konica Minolta you will enjoy a collaborative team culture where you will be supported and empowered to contribute your ideas and identify opportunities to develop your team and yourself. We are dedicated to the values of diversity and inclusion and have a firm commitment to ethical practices and corporate responsibility.

Konica Minolta is committed to providing a working environment that is inclusive and fair to both women and men. Progressive policies such as our domestic violence policy; paid parental leave and flexible workplace policies enable our people to balance work and life responsibilities.

Equal Opportunities

We are committed to providing equal opportunities and actively encourage applicants from all backgrounds to apply for our roles regardless of gender age sexual orientation ethnicity religion or disability.

If you are require any adjustments/assistance during the recruitment process please reach out

Join our Team and thrive in an environment built on strong Collaboration continuous Learning and personal Growth. Everyday at Konica Minolta is an opportunity to share your Ideas influence Change and engage with colleagues from diverse backgrounds and experiences.

Required Experience:

IC