GSD Ops Specialist

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

• 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

• 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

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Au sujet de Konica Minolta

Solutions d'affaires Konica Minolta (Konica Minolta) a entame son parcours il y a plus de 150 ans, avec la volonte de voir et de faire les choses autrement. Elle fait equipe avec ses clients pour donner forme a leurs idees en appuyant leur transformation numerique grace a un riche portefeuille de solutions pour un milieu de travail connecte et fute. Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de securite video et des services d'impression geres ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'annee 2025 marque le 20e anniversaire de l'entree de Konica Minolta dans le marche de l'impression de production; l'entreprise souligne 20 annees d'excellence, d'innovation et de resultats tout en continuant d'etre une figure de proue dans l'impression numerique commerciale. C'est aussi l'annee ou la marque bizhub de Konica Minolta celebre ses 20 ans, au cours desquels la gamme a revolutionne la technologie de bureau, redefini les processus des entreprises, et evolue continuellement pour repondre aux besoins des milieux de travail modernes, mue par les avancees technologiques et la volonte d'innover. Konica Minolta est fiere de faire partie du palmares 2025 des meilleurs grands employeurs d'Amerique de Forbes, d'avoir figure a plusieurs reprises au palmares CRN des 500 fournisseurs de services geres, d'avoir ete nommee la marque numero un en matiere de fidelite des clients sur le marche des appareils de bureau multifonctions par Brand Keys pendant 18 annees consecutives, et de s'etre vue decerner les prix BLI A3 Line of the Year 2021 et 2025 et Most Colour Consistent A3 Brand 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modele de services partages nord-americain qui permet d'harmoniser les priorites transfrontalieres et d'ameliorer la prestation de services aux organisations operationnelles. Le modele combine des fonctions de service americaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la chaine d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

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) Ltee. est un employeur d'opportunite egale.