Technical Support Agent

Planar; Hillsboro (OR); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical insurance (75% employer paid)

Dental & Vision insurance (employer)

Disability & Life insurance

401k match

Paid holidays

Paid time off

EAP

FSA

Job summary

Planar in Hillsboro, Oregon is seeking a Customer Support Specialist to respond to customer inquiries and coordinate across departments to ensure effective service delivery. You will help reproduce and track issues using Salesforce, Microsoft D365, and PLM, escalating complex cases as needed.

This role requires hands-on hardware knowledge and reliable communication with customers. Ideal candidates bring 2+ years in computer hardware support, HS diploma or GED, and willingness to travel for

Qualifications

• 2+ years computer hardware experience (assembling & troubleshooting).
• HS diploma or GED required; technical training preferred.
• Knowledge of display hardware integration preferred; travel up to 20% for training and support.

Responsibilities

• Respond to customer service requests via telephone and email.
• Collaborate with other departments to streamline customer support.
• Track and reproduce service requests using Salesforce, D365, and PLM.
• Escalate unresolved requests to advanced technical levels.
• Provide timely resolutions and close communication with customers.
• Document customer service processes as new products are introduced.
• Maintain professional office conduct and customer communication standards.
• Demonstrate punctual attendance and stress management.

Skills

Customer service

Hardware troubleshooting

Display hardware

Travel readiness

Communication

Education

HS diploma or GED

Technical training

Tools

Salesforce

Microsoft D365

PLM

Job description

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.

What you'll do:

• 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 escal…?
• 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

What you'll bring:

• 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.

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)

EEOC Statement:

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