Open Positions

Why ONYX?​

Onyx Graphics, a wholly-owned subsidiary of Canon USA, Inc., is an exciting and progressive place to work, fostering an entrepreneurial spirit which empowers individuals to have a direct impact. For 30 years, our commitment to world-class engineering and understanding of what matters most to our customers has made ONYX a leader in digital printing workflow software.

Current Opportunities:

Technical Support Representative I

Job Summary

The ONYX Technical Services Technician will be primarily responsible for phone and email support, testing and troubleshooting issues and following up with clients for clarification and resolution on submitted issues.  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.​​

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 a call tracking database
  • Use a hands-on approach to customer problem solving
  • 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 training sessions as assigned
  • Other duties as assigned

​Required Skills:

  • Excellent written and spoken language 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 7, 8 and 10 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 still taking responsibility for individual results.
  • Assist other departments as needed

Desired Skills:

  • Print shop experience including wide format printing
  • Color Management Experience
  • Salesforce Experience
  • Print industry field technician or integration experience
  • Second language, Spanish or French a plus.
  • Mac OS / Linux

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