Technical Support Representative

Why ONYX?​

Onyx Graphics is an exciting and progressive place to work. We foster an entrepreneurial spirit that empowers individuals to have a direct impact. For over 30 years, our commitment to world-class engineering and understanding of what matters most to our customers have made ONYX a leader in digital printing workflow software.

Job Summary

The ONYX Technical Support Representative will be primarily responsible for providing support by phone and by email. Technical Support is also responsible for testing and troubleshooting reported issues and following up with clients for clarification and resolutions. 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 and expand your expertise in the wide format printing industry.

The successful candidate will have a track record of solving customer problems, testing to determine the root causes of issues, clearly logging cases, and documenting solutions used in our knowledge base. ​

Duties and Responsibilities

· Provide technical support via phone (inbound and outbound) and email.

· Log all incoming calls and emails by entering accurate and detailed case notes in our call tracking database (Salesforce).

· Clearly document troubleshooting procedures used.

· Escalate complex issues to Research and Development

· Use a hands-on approach to customer problem-solving.

· 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.

Required Skills:

· 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 customer’s technical knowledge level 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 network protocols, including TCP/IP.

· Experience with Adobe products including InDesign, Photoshop, Illustrator

· Experience with Microsoft Office products, including Outlook, Word, Excel, and PowerPoint.

· Experience with Salesforce, Zendesk, Jira, and Confluence is helpful.

· Ability to work well within a team environment while taking responsibility for individual results.

Desired Skills:

· Spanish language skills.

· Print shop experience, including wide format printing.

· Color Management Experience.

· Print industry field technician or integration experience.

· Mac OS / Linux.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In person