Agfa Inkjet Solutions · 1 day ago
Applications and Workflow Support Specialist
Illinois, United States
Full-time
Hybrid
Entry, Mid LevelAgfa Inkjet Solutions, a division of the Agfa-Gevaert Group, specializes in innovative inkjet printing technologies. The Applications and Workflow Support Specialist will provide technical support to customers, troubleshoot software issues, and conduct training sessions to enhance customer satisfaction.
Printing
Hiring Manager
Michael Machowski
Responsibilities
Answer inbound calls from customers and provide real-time software support
Diagnose and troubleshoot software issues, guiding customers through step-by-step solutions
Assist customers with software installation, configuration, upgrades, and updates
Provide clear and concise instructions to customers, ensuring they understand the steps to resolve their issues
Perform on-site workflow software training, demonstrating best practices for customer-specific use cases
Consult with customers to identify areas of workflow improvements and efficiencies
Escalate complex issues to higher-level support or the development team as necessary
Document customer interactions and technical issues in the support ticketing system
Follow up with customers to ensure their issues are fully resolved and provide additional support if needed
Maintain an in-depth understanding of workflow software products and inkjet applications offered by the company
Maintain a moderate understanding of third-party workflow software products
Stay updated on new product features, updates, and changes
Communicate product improvements and feature requests from customers to the product development team
Educate customers on best practices for using the software
Provide information on available resources, such as user manuals, online tutorials, and FAQs
Conduct occasional training sessions for customers to help them maximize the use of the software
Monitor the performance of the software in real-time and report any bugs or anomalies to the development team
Contribute to the development of support documentation and troubleshooting guides, knowledge resources
Work closely with other members of the support team to share knowledge and strategies for resolving common issues
Participate in team meetings and training sessions to enhance technical skills and customer service techniques
Qualification
Required
Bachelor's degree in graphic arts, IT, Computer Science
Experienced within the print industry or IT professional with demonstrated fluency using and troubleshooting Windows PCs
Fundamental to intermediate knowledge configuring and troubleshooting Windows networks
Knowledge and experience working with Inkjet prepress and production printing workflows an asset
Prioritizing and tending to several inbound remote support requests in a timely manner considering contract status, M-F, 8AM-5PM or after hours (rotations)
Methodically troubleshooting issues with Windows, workflow software, or printed applications
Providing ongoing Workflow and Application support to customers across North American install base
Externally offering world-class customer support/service to print service providers of varying scales: small, medium, large, corporate
Using strong verbal and written communication skills to translate technical problems and resolutions into knowledge internally, and externally
Benefits
Career development and growth.
Competitive salary and benefit package.
Company
Agfa Inkjet Solutions
About Agfa The Agfa-Gevaert Group is a leading company in imaging technology and IT solutions with over 150 years of experience.
Founded in 1867
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase