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 Service Technician:

Job Summary

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. ​

Main 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.

​Requirements:

Education and Experience

• 2 Year Associate degree or equivalent work experience.

Skills and Abilities

• 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.
• 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.
• Salesforce Experience.
• Print industry field technician or integration experience.
• Mac OS / Linux.

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