Technical Support Agent

About the Role

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. May consider internal applicants that live outside of the Portland, Metro area.

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

Requirements

• 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
• 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

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Physical ability to use computer hardware/software required
• Some lifting (up to 30 lbs.)
• Long hours on computer keyboard
• Prolonged periods of standing and/or walking

Benefits

• 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)
• All benefits start on first day of employment

Equal Opportunity

Planar is an equal opportunity employer. We believe in fostering a culture of equality, diversity, and inclusivity. Our commitment to this goal is clearly expressed in our zero-tolerance policy for discrimination and harassment of any kind, including on the basis of race, color, sex, age, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status or any other characteristic protected by applicable federal, state, or local laws. Our hiring practices ensure that decisions are based solely on qualifications, merit, and current business needs, while extending to all aspects of our operations - from recruitment and promotion to layoff and recall, to leave of absence, compensation, benefits, and training. We are committed to remaining a drug free workplace.