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Why Onyx Graphics, Inc.?
Onyx Graphics is an exciting and progressive place to work, fostering an entrepreneurial spirit which empowers individuals to have a direct impact. A commitment to world-class engineering and understanding of what matters most to our customers has made Onyx Graphics a leader in digital printing workflow software.
Job Details
Company: Onyx Graphics, Inc.
Location: Midvale, UT 84047
Industry: Computer Software
Job Type: Full-time
Years of Experience: 2+ Years
Career Level: Experienced (Non-Manager)
Job Summary
The Software Services Technician will eventually be responsible for providing on-site training and software service support to dealers and end-users. Your training will begin by providing telephone technical and email support to our customers, testing and troubleshooting software issues, and following up with clients for clarification and resolution on submitted issues. You will be expected to become an expert on ONYX products and their functionality as well as expanding your expertise into the printing workflow. You will also interact with colleagues from every department of the company.
Duties and Responsibilities
• Provide technical support via phone and email
• Once travel begins, it will be approximately 25% - 50% of the time nationally (some international travel possible)
• Professionally and ethically represent the company in a positive manner in all communications
• Work face to face with dealers and end users onsite providing excellent customer service
• Log all incoming calls and emails by accurately creating case notes in a call tracking database
• Document troubleshooting procedures
• Maintain contact with customers on open issues based on the outlined guidelines
• Participate in training activities to maintain technical competence, and to broaden product knowledge
• Possess a hands-on approach to customer problem solving
• Other duties as assigned
Required Skills:
• Excellent customer service skills
• Work well within a team environment
• Print shop experience including wide format printing a plus
• Basic TCP/IP network understanding
• Fluent with Adobe products including InDesign, Photoshop, Illustrator
• 2 year Associate degree or equivalent work experience
• Identify the degree of customer’s technical knowledge and adjust problem solving communications accordingly
• Understanding of color management principles and printer/media profiling
• Ability to interpret customer problems, research available resources, and apply solutions
• Deliver quality technical solutions in a timely manner in accordance with established guidelines and procedures
• Print industry field technician or integration experience
• Ability to troubleshoot complex software/hardware issues
• Fluent with Microsoft Office products including Outlook, Word, Excel, and PowerPoint
Desired Skills:
• Secondary language a plus, Spanish or French preferred
• Mac OS
• Salesforce Experience
• Familiarity with xml library support
More Information...
Onyx Graphics is an exciting and progressive place to work, fostering an entrepreneurial spirit which empowers individuals to have a direct impact. A commitment to world-class engineering and understanding of what matters most to our customers has made Onyx Graphics a leader in digital printing workflow software.
Job Details
Company: Onyx Graphics, Inc.
Location: Midvale, UT 84047
Industry: Computer Software
Job Type: Full-time
Years of Experience: 2+ Years
Career Level: Experienced (Non-Manager)
Job Summary
The Software Services Technician will eventually be responsible for providing on-site training and software service support to dealers and end-users. Your training will begin by providing telephone technical and email support to our customers, testing and troubleshooting software issues, and following up with clients for clarification and resolution on submitted issues. You will be expected to become an expert on ONYX products and their functionality as well as expanding your expertise into the printing workflow. You will also interact with colleagues from every department of the company.
Duties and Responsibilities
• Provide technical support via phone and email
• Once travel begins, it will be approximately 25% - 50% of the time nationally (some international travel possible)
• Professionally and ethically represent the company in a positive manner in all communications
• Work face to face with dealers and end users onsite providing excellent customer service
• Log all incoming calls and emails by accurately creating case notes in a call tracking database
• Document troubleshooting procedures
• Maintain contact with customers on open issues based on the outlined guidelines
• Participate in training activities to maintain technical competence, and to broaden product knowledge
• Possess a hands-on approach to customer problem solving
• Other duties as assigned
Required Skills:
• Excellent customer service skills
• Work well within a team environment
• Print shop experience including wide format printing a plus
• Basic TCP/IP network understanding
• Fluent with Adobe products including InDesign, Photoshop, Illustrator
• 2 year Associate degree or equivalent work experience
• Identify the degree of customer’s technical knowledge and adjust problem solving communications accordingly
• Understanding of color management principles and printer/media profiling
• Ability to interpret customer problems, research available resources, and apply solutions
• Deliver quality technical solutions in a timely manner in accordance with established guidelines and procedures
• Print industry field technician or integration experience
• Ability to troubleshoot complex software/hardware issues
• Fluent with Microsoft Office products including Outlook, Word, Excel, and PowerPoint
Desired Skills:
• Secondary language a plus, Spanish or French preferred
• Mac OS
• Salesforce Experience
• Familiarity with xml library support
More Information...
