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Why Onyx Graphics?
Onyx Graphics is an exciting and progressive workplace fostering an entrepreneurial spirit that empowers individuals to impact global markets. For over 25 years, our commitment to world-class engineering and understanding what matters most to our customers has made Onyx Graphics a digital printing workflow software leader. We help printing businesses around the world to be more productive and profitable.
Technical Support Team Lead
As a Technical Support Team Lead, you will play a pivotal role in supporting and mentoring the Technical Support Team, ensuring our customers have the best support experience imaginable. You will be expected to become an expert on ONYX Product functionality while expanding your knowledge in the wide format printing industry. Your interactions will span nearly every department in the company, making you the “Voice of the Customer.” This role requires strong technical acumen, outstanding communication skills, and an unwavering commitment to delivering exceptional customer service.
Duties and Responsibilities:
Lead, mentor, and coach a team of technical support technicians to become subject matter experts on our products.
Set, monitor, and communicate clear performance expectations while providing regular feedback and evaluations.
Cultivate a positive and collaborative team environment.
Develop and maintain schedules to ensure customer needs are met.
Cultivate an in-depth knowledge of our products, services, and systems.
Assist our support team members in resolving complex technical issues.
Stay at the forefront of industry trends and emerging technologies.
Provide front-line support by phone, email, etc., to our customers from around the world.
Address escalated customer inquiries and issues with a focus on prompt resolution.
Continuously monitor and enhance customer satisfaction metrics.
Contribute to the identification and development of innovative tools and methods for effective customer communication.
Identify areas for improvement in the support team’s involvement in development, testing, and processes.
Manage the creation and upkeep of support procedure documentation, delegating content creation as appropriate and providing training to maintain quality standards.
Analyze support ticket data to pinpoint trends, recurring issues, and opportunities for improvement.
Collaborate with Product Management and Research and Development groups to track unresolved problems and facilitate resolutions.
Training and Development:
Schedule and conduct training sessions for support team members to elevate their technical and soft skills.
Stay current with training materials and industry best practices.
Other duties as assigned.
Previous Contact center management experience.
Basic TCP/IP networking understanding.
Fluent with Microsoft Office products, including Outlook, Word, and Excel.
Experience and expertise in technical writing.
Fluent with Adobe products, including InDesign, Photoshop, and Illustrator.
Fluent with Microsoft Windows permissions and printing.
Use effective written and verbal communication skills to resolve difficult customer situations and teach others to do the same.
Identify the degree of customer’s technical knowledge, adjust problem-solving communications accordingly, and teach others to do the same.
Ability to interpret customer problems, research available resources, and apply solutions.
Deliver quality technical solutions promptly following established guidelines and procedures.
Bachelor’s Degree or equivalent experience in a relevant field.
Experience in a print shop environment, including wide-format printing.
Expertise in color management.
Familiarity with Salesforce.
Previous experience as a print industry field technician or integration specialist.
Competence in Mac OS and Linux.
Technical Support Representative
The ONYX Technical Services Technician will be primarily responsible for providing support by phone and by email as well as testing and troubleshooting issues and following up with clients for clarification and resolution on submitted issues. This is a full-time contact center position where you will help us to delight our customers. You will interact with colleagues from every department of the company. You will be expected to become an expert on ONYX Products and their functionality as well as to expand your expertise in the wide format printing industry.
The successful candidate will have a track record of solving customer problems, testing to determine root causes of issues, and clearly logging those cases and issues.
Duties and Responsibilities:
Provide technical support via phone and email.
Escalate complex issues to Research and Development
Log all incoming calls and emails by entering accurate and detailed case notes in our call tracking database.
Use a hands-on approach to customer problem solving.
Clearly document troubleshooting procedures used.
Maintain contact with customers on open issues based on established guidelines.
Search and retrieve data from various internal and external sources.
Participate in training activities to maintain and improve technical competence, and to broaden product knowledge.
Represent the company in a positive manner in all communications.
Conduct in house or onsite training sessions for customers, as assigned.
Other duties as assigned.
Excellent written and spoken communication skills.
History of delivering quality technical solutions in a timely manner in accordance with established guidelines and procedures
Ability to interpret customer problems, research available resources, and apply solutions to software/hardware issues.
Ability to identify the level of customer’s technical knowledge and adjust problem solving communications accordingly.
Ability and willingness to clearly document problem issues and resolutions.
2 Year Associate degree or equivalent work experience.
General troubleshooting skills for Windows 10 and 11 including permissions and device drivers.
Basic knowledge of communications protocols including TCP/IP.
Experience with Adobe products including InDesign, Photoshop, Illustrator
Experience with Microsoft Office products including Outlook, Word, Excel, and PowerPoint.
Ability to work well within a team environment while taking responsibility for individual results.
Contact center management.
Spanish language skills.
Print shop experience including wide format printing.
Color Management Experience.
Print industry field technician or integration experience.