Technical Support Agent

Role overview

Planar is looking for a Technical Support Agent to join a growing team focused on digital signage, video, imagery, and data-driven display solutions. This role is based in Hillsboro, Oregon, and internal candidates located outside the Portland metro area may also be considered.

Key responsibilities

• Handle customer service requests quickly and professionally by phone and email.
• Coordinate with internal teams to improve and simplify support for customers.
• Investigate, reproduce, and document customer issues using Salesforce, Microsoft D365, PLM, and other online resources.
• Escalate difficult or unresolved cases to the appropriate advanced technical team.
• Work toward timely resolution of all requests and keep customers informed until the issue is closed.
• Spot recurring failure patterns and raise them with the right stakeholders.
• Help keep customer support procedures current as products are introduced, updated, or retired.
• Follow workplace conduct expectations and maintain professional communication with customers.
• Show consistent punctuality and reliable attendance.
• Be able to manage pressure and stress effectively.

Requirements

• At least 2 years of hands-on computer hardware experience, including assembly and troubleshooting.
• High school diploma or GED is required.
• Additional technical or vocational education, or equivalent practical experience, is preferred.
• Prior exposure to display hardware integration is an advantage.
• 6 to 12 months of customer service experience is preferred.
• Willingness to travel occasionally, up to 20%, for training, product knowledge development, technical assistance, and installation support.
• Ability to perform the role in line with ADA, FMLA, and applicable federal, state, and local standards.
• Capacity to maintain regular and punctual attendance.
• Comfort using computer hardware and software as part of daily work.
• Ability to lift up to 30 lbs., spend long periods typing, and stand or walk for extended durations.

Benefits

• Benefits begin on day one of employment.
• 75% of employee medical premiums are paid by the employer, with family coverage included.
• Dental and vision coverage are fully employer-paid for employees and dependents.
• Long-term disability, short-term disability, and life insurance are fully employer-paid.
• 401(k) match: if you contribute 5%, the company contributes 4%; vesting is immediate.
• 10 paid holidays.
• Starting PTO of 15 days per year, combining sick leave and vacation time.
• Employee Assistance Program (EAP).
• Flexible Spending Account (FSA).

Equal opportunity and workplace policy

Planar is committed to equal employment opportunity and a workplace built on diversity and inclusion. Hiring and employment decisions are based on qualifications, merit, and business needs, without discrimination or harassment based on race, color, sex, age, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status, or any other protected characteristic under applicable law. The company also maintains a drug-free workplace.