Technical Support Agent

Planar Systems-posted 3 months ago
Full-time
Hybrid • Hillsboro, OR
501-1,000 employees
Computer and Electronic Product Manufacturing
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Are you ready to put your skills to work in a dynamic and growing company? Are you passionate about technology and want to see video, imagery, and data come to life on big electronic canvases? Are you ready to make a difference and assist us as we help shape the way people think about and use digital signage now and into the future?

  • Respond effectively and promptly to customer service requests received via telephone & email.
  • Work with other departments in the company to streamline support for customers.
  • Track and reproduce customer service requests using Salesforce, Microsoft D365, PLM and resources available online.
  • Escalate unsolved service requests and challenging support requests to the appropriate advanced technical level.
  • Provide effective resolution on all service requests and close the loop with customers in a timely manner.
  • Identify and escalate failure trends to appropriate individuals.
  • Provide input to ensure customer service documented processes are updated as new products are introduced and go end of life.
  • Maintain acceptable standards of office conduct.
  • Maintain acceptable standards of customer communication.
  • Demonstrate ability to come to work with both timely and regular attendance.
  • Demonstrate ability to handle stress effectively.
  • Must be able and willing to travel occasionally up to 20% for product training, product knowledge growth, assist with technical challenges, and provide installation support when needed.
  • 1-2+ years Computer Experience (hardware) - assembling & troubleshooting.
  • HS diploma or GED required.
  • Some higher educational/technical vocational training or equivalent work experience desired.
  • Knowledge of display hardware integration preferred.
  • Minimum 6-12 months customer service experience preferred.
  • 75% employer-paid medical for employee. Family coverage also included.
  • 100% employer paid dental, and vision for employee and dependents.
  • 100% employer paid long-term, short-term disability, and life insurance policy.
  • 401k Match, if you're contributing 5% we match 4%. 100% vested immediately.
  • 10 paid holidays.
  • Starting at 15 days paid PTO (inclusive of sick and vacation time) annually.
  • Employee Assistance Program (EAP).
  • Flexible Spending Account (FSA).
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