Technical Support Agent

Planar Systems • Hillsboro, OR

6d • Onsite

About The Position

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? This position is located in Hillsboro, Oregon.

Requirements

• 2+ years Computer Experience (hardware) –assembling & troubleshooting
• HS diploma or GED required
• Minimum 6-12 months customer service experience preferred
• 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.

Nice To Haves

• Some higher educational/technical vocational training or equivalent work experience desired
• Knowledge of display hardware integration preferred

Responsibilities

• 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 unresolved 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

Benefits

• All benefits start on first day of employment!
• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED