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Visual Display Technical Suppot

Company: Staff Finders Technical of Oregon, Inc
Location: Hillsboro
Posted on: December 7, 2017

Job Description:

Job Description

  • 2-3 years assembling and troubleshooting computer hardware
  • 1-2 years relevant customer service experience
  • Ability to conduct a conversation while typing
  • Experience with A/V systems
  • High School diploma or GEDThe Technical Support Representative 2 is responsible for receiving and responding to incoming calls, Bomgar chats and email from end-users, distributors and resellers. The Technical Support Representative 2 utilizes call scripts, troubleshooting trees techniques, other problem solving techniques and escalation points to troubleshoot customer issues and provide timely solutions.LEVEL 2:
    • Supports EIT Desktop Monitor support
    • Supports HEH Home Theater products
    • Develops LCD & LED Video Wall products
    • Takes direction from Technical Support Manager
    • Technical Support hours 6am PT – 4pm PT
    • Travel: 5%-10%WHAT YOU'LL BE DOING:
      • Respond effectively and timely to customer service requests received via telephone, email, Bomgar chats and voicemail
      • Provide after-hours support during the business week (4pm-6am), weekends and holidays via a rotating weekly schedule
      • Track and reproduce customer service requests using Salesforce, CSS (Planar RMA Tool), and PDM
      • Escalate unsolved service requests to the appropriate level: advanced Technical Support, Customer Support Engineers (CSEs), logistics or management
      • Provide effective resolution on all service requests and close the loop with customers
      • Track escalation resolutions
      • Identify and escalate customer issues and failure trends to appropriate individuals
      • Provide input to ensure customer service documented processes are updated as new products are introduced and gone end of life.
      • Assist CSEs with recreating customer product issues.WHO YOU'LL BE WORKING WITH:
        • External Customers
        • Customer Service Manager
        • Customer Service TeamHas both internal and external contacts. The most common internal contacts are with customers and the Customer Service staff. Both types of interactions involve information exchange, problem solving, and some discussion about confidential/sensitive matters.WHAT YOU'LL NEED TO BRING:
          • Excellent interpersonal, telephone, customer service, time management, and decision-making skills essential.
          • Excellent written and oral communication skills and demonstrated ability to communicate appropriate information to customers and team members in a professional manner.
          • Demonstrated knowledge and understanding of computer operating systems, peripherals
          • Demonstrated knowledge of iOS
          • Demonstrated A/V knowledge & understanding of different types of sources, control systems, schematics
          • 2-3 years Computer hardware experience (hardware) – assembling & troubleshooting, operating systems and peripherals
          • 1-2 years relevant customer service experience
          • Experience with A/V systems
          • 1 year minimum Planar products or other relevant visual display product knowledge
          • HS diploma or GED required
          • Some higher educational/technical vocational training or equivalent work experience strongly desired
          • Ability to read, write, speak, and understand English
          • Ability to prepare product knowledge presentations and facilitate short group and one-on-one learning session
          • Excellent typing skills – must be able to conduct a conversation while typing
          • Mental ability to conduct on-going interpersonal interactions, analyze and solve problems essential
          • Ability to actively participate in team development and team-oriented processes
          • Physical ability to use computer hardware/software required Company DescriptionThis Company is growing many different positions if you have electronic manufacturing experience we encourage you to apply!

            Keywords: Staff Finders Technical of Oregon, Inc, Portland, Visual Display Technical Suppot, IT / Software / Systems, Hillsboro, Oregon

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