[Hiring] Support Specialist - Tier 1 @Patterson Companies, Inc.

Role Description

The Support Specialist - Tier I properly responds to inbound and outbound customer calls to provide technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment via a combination of verbal guidance and remote connection to the customer's computer(s). The specialist documents the type of inquiry, clarifying details, steps taken, resources utilized, status of resolution, and next steps in CRM system(s), enters tickets as needed, and takes appropriate follow-up actions as needed. During the interactions, the specialist provides a positive experience with customer engagement. They utilize available resources and work through proper escalation channels, following company procedures and policies.

This full-time, permanent position is remote for candidates who reside in ID, IL, MN, MI, KS, KY, SD, UT & WI only.

Essential Functions

• Respond to Inbound and Outbound Calls providing technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment.
• Utilize all equipment and resources provided to perform the job at the highest proficiency.
• Meet or exceed department performance metrics.
• Maintain technical proficiency through continued education with relevant software, services, peripheral devices, and equipment.
• Communicate and escalate issues with customers, peers, and leadership effectively, in a timely manner, with positive engagement.
• Follow established department processes and procedures.
• Learn new required skillsets aligned with evolving business needs while following the appropriate growth trajectory of the role.
• Follow schedule in workforce system(s) utilizing proper time management procedures.
• Comply with Company and department policies and standards; performs other duties as assigned.

Qualifications

• 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).

Requirements

• Associate's Degree (Preferred).
• Technical certifications (Preferred).
• 2 years Technical experience supporting software, computer hardware, network, or other technical troubleshooting (Preferred).

Skills and Abilities

• Strong customer service orientation.
• Excellent written and verbal communication skills.
• Ability to multi-task performing troubleshooting steps, documenting, and additional tasks while engaging with customers.
• Ability to Type 50+ WPM.
• Ability to learn new content related to systems, products, and applications quickly.
• Ability to follow numerous guidelines, procedures, and problem-solving steps utilizing resources efficiently.
• Ability to properly manage time adhering to schedules.
• Ability to work with customer data and ensure proper protocols are taken to prevent data loss.
• Demonstrated reliability through attendance and punctuality.
• Ability to communicate with customers, peers, and leaders following Patterson’s Code of Conduct and core values of passionate, focused, people first, and always advancing.

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.

Starting Compensation

$17/hr + Benefits

The potential compensation range for this role is below. The final offer amount could exceed this range, based on various factors such as candidate location (geographical labor market), experience, and skills: $15.63 - $20.34.

Minimum Internet Requirements

Reliable, hardwired internet required. Satellite and Hot Spot internet are not supported; minimum speeds of 10 mbps download and 3 mbps upload.

Check internet speed here: https://www.speakeasy.net/speedtest

EEO Statement

Patterson provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or other related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.