Reporting to the Client Relationship Director, our client success team are responsible for the satisfaction and experience of our clients and learners in Mentem programs.

Our Learner Support agents are responsible for supporting learners, facilitators and stakeholders in Mentem’s live online sessions and asynchronous online learning tools.

This involves troubleshooting access issues for facilitators and learners, noting and escalating learner questions or issues, and managing functions like breakout rooms and collaborative whiteboards. They may also be involved in responding to or escalating Tier 1 customer support enquiries via email and simple online tools.

About you

Work arrangements

• This is a fully-remote casual role, with a variable workload (from 0 - 10 hours per week) depending on our project and program timelines
• Workload and schedule will be confirmed on a weekly basis
• Project onboarding Q&A, access to reference materials, and log-in access to required web apps will be provided

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. We strive to create and maintain an inclusive workforce as diverse and capable as our class-leading solutions.

About the role
Due to ongoing success in the ACT market, we are expanding and are seeking a Customer Service Valet – Onsite Technical Support who will attend to the Konica Minolta printing equipment and provide exceptional customer service to our valued clients based onsite in Canberra.

You will be fully trained to be responsible for:

• Maintaining and repairing print equipment on our client-based site to ensure a high standard of copy quality, equipment cleanliness and changing of consumables, in accordance with the agreed service levels.
• Providing face-to-face and occasional over the phone technical support to onsite clients while maintaining a high level of customer service
• Coordinating and performing basic fault-preventative servicing in relation to the printing equipment.
• Providing first-level response on equipment faults in line with Konica Minolta's customer service values/customer statement of work obligations and escalating specific technical equipment/software issues to Konica Minolta Helpdesk.
• Ensuring paper stock is managed to agreed levels, and filling paper trays.
• Consumables management – ordering inventory and replacing toner
• Customer User Training – providing scheduled or ad hoc training to Customer users in relation to the operation of the printer.

Who are we looking for?

• Experience in providing exceptional customer service, client management and troubleshooting skills
• IT network and software application related troubleshooting experience will be very highly regarded
• A desire to learn - Willingness to expand industry knowledge and skills on software and hardware via training
• Enjoy problem solving, working with your hands and resolving technical issues on a client and technical level
• Print industry and public service employment history or hands on experience in a client service or IT-related environment will also be highly regarded
• Someone who is mobile, comfortable working across multiple sites and has the ability to adapt to a changing work environment
• Self-motivated and comfortable working autonomously

Who are we looking for?

• Experience in providing exceptional customer service, caring about customers and building and maintaining relationships.
• Preferable experience working in an IT environment or within the public sector
• You are professional, proactive, organised, and take pride in your work.
• Willingness to expand IT knowledge and skills
• Enjoy problem solving and resolving technical issues both with customers and machines.
• A desire to learn - You will have initial and on-going hands-on product training and further IT training in accordance with client requirements to ensure the success of your career at Konica Minolta.
• Australian Citizenship (Non-citizens or Visa holders cannot be considered due to the below requirement)
• Ability to obtain an AGSVA NV1 security clearance (Continued employment will be conditional on obtaining and maintaining NV1 or higher clearance)
• Must have Australian drivers licence and vehicle to attend jobs at client sites

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. We have been thrilled to receive a citation from the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality 5 years in a row.

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 require any adjustments/assistance during the recruitment process please reach out to [email protected]

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 key change and engage with colleagues from diverse backgrounds and experiences.

Who is the TDO?

The Technical Duty Officer team has a mission to support and protect all of ServiceNow’s public services. This role is unique in the tech industry and allows the TDOs access and engagement with teams across ServiceNow.

We leverage our broad technical experience to keep critical systems running through any event. TDOs execute fixes during Internet outages, hardware failures, configuration mishaps, and natural disasters.

We have a mandate to own these problems and see them through to resolution. Unlike traditional operations roles, we have the sole authority to make any necessary changes to fix issues and bring services back online.

The TDO is the last stop in escalation and always resolves the problem. Our organisation hires subject matter experts in CloudOps, Development, Systems Engineering, and Networking. We provide leadership to a strong Site Reliability Engineering (SRE) team. We attack problems from fine grained Linux kernel configurations to large scale capacity constraints.  The TDO provides solutions to ServiceNow’s planet-scale challenges.

What you get to do in this role

• Leverage your extensive system, network, and database skills to provide technical leadership for a team of on-site engineers who are responsible for the availability and performance of ServiceNow's cloud platform.
• Coordinate all recovery efforts and Lead as the crisis manager during all major outages to provide rapid relief and resolution to any issue that could be impacting the operational environment.
• Develop new solutions and build requirements for new procedures and automation and verify that these new services meet our needs before they are released to the production environment.
• Drive organisation-wide change (global) by participating in post-incident reviews, approving new architectural designs, and establishing strong relationships by working with many cross-functional teams.
• Make operations more effective by continually training and mentoring the team on all aspects of the operational environment.