1st Line Customer Support

Role: 1st Line Customer Support

Location: Location independent - We offer Choice based working that gives you the opportunity to work from a UK location of your choice, we also offer various Konica Minolta office and Regus office spaces across the UK. You may be required to travel to a customer at the needs of the business.

Salary: £25,200 per annum

• 26 days holiday, plus bank holidays, and the option to purchase more days if needed
• Access to training and development opportunities, along with license with award winning learning content provider.
• Enhanced family leave
• Life assurance options
• An extra paid day off to focus on your mental health
• A generous pension plan, invest your contributions to maximise your pension pot
• Discounts on activities, technology and restaurants
• An extra paid day off to dedicate to volunteer projects
• An independent employee assistance programme for all employees and their immediate family, giving 24/7 access to experts in health & wellbeing

We are seeking a 1st Line Customer Support to join our team at Konica Minolta!

As a 1st Line Customer Support at Konica Minolta, you will be providing support to Konica Minolta customers via phone and email, resolving and triaging incidents or service requests while delivering an exceptional customer experience and adhering to agreeds SLAs.

Other duties include:

• Support customers through the required steps to resolution or escalate to the relevant group
• if necessary.
• Promote self-help and remote support by default, adopting a proactive, predictive, and
• preventative support strategy.
• Achieve all set targets and KPIs.
• Operate in compliance with Konica Minolta's procedures and core values.
• Work proactively and collaboratively with the Service support and Onsite support teams.
• Stay up-to-date with new Konica Minolta products, services, and industry trends.
• Understand data protection and security requirements and legislation.
• Follow ITIL-related governance, best practices, and processes.
• Support the strategy for the Technology Business Unit and the wider business.
• Share knowledge and best practices.
• Request the creation of Knowledgebase articles to support future resolution via the CSIP
• process.
• Work quickly and efficiently using your initiative to support incidents through to resolution

What you can expect from our hiring process?

Stage 1

📲 Screening call with a member of our Talent Acquisition team and a chance to get to know you better.

Stage 2

💻Teams interview with the hiring team.

Stage 3

👏Our Talent Acquisition team will be in touch to make an offer and should you accept our HR operations team will take care of you from there on in.

We would love to hear from people who ...

• Methodical troubleshooting of incidents.
• Excellent written and verbal English communication.
• Empathy with internal and external customers.
• Ability to deliver under pressure and to agreed deadlines.
• Experience in service desk operations and toolsets to manage incident resolution.
• Proven experience in a customer service or technical support role.
• Experience using an ITSM ticketing tool.
• Ability to work independently and in a team-oriented environment.
• Excellent time management and organisational skills.
• Ability to learn new skills and technologies.

The following is desirable, but not essential:

• Understanding of ITIL service delivery methodology.
• Proven experience in a customer service or technical support role.
• Experience using SNOW and SAP

If you have worked in 1st Line Support role before you will know that each day can look quite different, take a look at our role profile (at the bottom of the page) for a deep dive into what your "day to day" might look like in this role.

Don't meet every single requirement?

Studies have shown that women and people from ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Konica Minolta we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for us!

We are an equal opportunities employer. Please let us know on your application or email us at [email protected] if there's any adjustments, we can make that would be helpful for you.

Additionally, we are open to discussing flexible working arrangements and job-sharing opportunities. If you are interested in this great opportunity, we encourage you to apply today or reach out for a confidential discussion. We look forward to hearing from you!

ESG Initiatives at Konica Minolta

A global company with more than 39,000 employees in 150 countries, Konica Minolta takes its environmental, social and governance responsibilities seriously. We aim to be a robust and innovative company that keep evolving and contributing to the sustainable growth of society and individuals, and we use an ESG framework to navigate our efforts and obligations.

Take a look at our sustainable development goals here https://www.konicaminolta.co.uk/en-gb/corporate-information/esg

Please note, if we receive sufficient interest in this role we reserve the right to close the vacancy early, so if you're interested in the role we would encourage you to apply as soon as possible to avoid missing out on the opportunity