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Support Specialist – Tier 1

Job Description:

  • Respond to inbound and outbound customer calls
  • Provide technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment
  • Use verbal guidance and remote connection to customers’ computers
  • Document inquiries, clarifying details, steps taken, resources used, resolution status, and next steps in CRM systems
  • Enter tickets and take appropriate follow-up actions
  • Provide a positive customer experience and engage customers effectively
  • Use available resources and follow escalation channels, company procedures, and policies
  • Utilize provided equipment and resources
  • Meet or exceed department performance metrics
  • Maintain technical proficiency through continued education
  • Communicate and escalate issues with customers, peers, and leadership
  • Follow department processes, procedures, schedules, and workforce systems
  • Learn new skillsets aligned with evolving business needs
  • Perform other duties as assigned

Requirements:

  • High School Diploma or Equivalent
  • 1 year customer service experience
  • 1 year experience with customer relationship management, point of sale, or similar software systems with basic troubleshooting
  • 2 years experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, Powerpoint)
  • Reliable, hardwired internet required; minimum speeds of 10 mbps download and 3 mbps upload
  • Candidates must reside in ID, IL, MN, MI, KS, KY, SD, UT, or WI
  • Preferred: Associate's Degree
  • Preferred: Technical certifications
  • Preferred: 2 years Technical experience supporting software, computer hardware, network, or other technical troubleshooting
  • Strong customer service orientation
  • Excellent written and verbal communication skills
  • Ability to multi-task while troubleshooting, documenting, and engaging with customers
  • Ability to type 50+ WPM
  • Ability to learn new systems, products, and applications quickly
  • Ability to follow guidelines, procedures, and problem-solving steps efficiently
  • Ability to properly manage time and adhere to schedules
  • Ability to work with customer data and prevent data loss
  • Demonstrated reliability through attendance and punctuality
  • Ability to communicate according to Patterson’s Code of Conduct and core values

Benefits:

  • Full Medical, Dental, and Vision benefits and an integrated Wellness Program
  • 401(k) Match Retirement Savings Plan
  • Paid Time Off (PTO)
  • Holiday Pay & Floating Holidays
  • Volunteer Time Off (VTO)
  • Educational Assistance Program
  • Full Paid Parental and Adoption Leave
  • LifeWorks (Employee Assistance Program)
  • Patterson Perks Program
  • Unique incentive programs and rewards for eligible employees
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