Support Specialist I

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Handle both inbound and outbound customer calls.

• Offer technical assistance and address how-to inquiries.

• Advise on workflow questions concerning software, services, peripheral devices, and equipment.

• Deliver verbal guidance and support for remote connections to customers' computers.

• Record inquiries, clarifying specifics, actions taken, resources utilized, resolution status, and next steps in CRM systems.

• Create tickets as necessary and carry out follow-up actions.

• Ensure a positive customer experience and interaction.

• Leverage available resources and adhere to escalation channels, company procedures, and policies.

• Achieve or surpass departmental performance metrics.

• Maintain technical expertise through ongoing education.

• Communicate and escalate issues with customers, colleagues, and management.

• Follow departmental processes, procedures, schedules, and workforce-system requirements.

• Acquire new skillsets in line with changing business needs.

• Perform additional tasks as assigned.

⛳️ Requirements

• High School Diploma or Equivalent.

• Minimum of 1 year of customer service experience.

• At least 1 year of experience with customer relationship management, point of sale, or comparable systems with basic troubleshooting skills.

• 2 years of hands-on experience with Microsoft Operating Systems and Platforms, including Windows, Excel, Outlook, Word, and PowerPoint.

• Strong orientation towards customer service.

• Exceptional written and verbal communication abilities.

• Capability to multitask while troubleshooting, documenting, and interacting with customers.

• Proficient typing speed of 50+ WPM.

• Quick learner regarding new content related to systems, products, and applications.

• Ability to adhere to guidelines, procedures, and problem-solving methodologies while utilizing resources efficiently.

• Effective time management skills and adherence to schedules.

• Proficient handling of customer data while following protocols to prevent data loss.

• Proven reliability through attendance and punctuality.

• Ability to communicate with customers, peers, and leaders in alignment with Patterson’s Code of Conduct and core values.

• Associate's Degree (preferred).

• Technical certifications (preferred).

• 2 years of technical experience in supporting software, computer hardware, networks, or similar technical troubleshooting (preferred).

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision benefits along with 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.

• Fully Paid Parental and Adoption Leave.

• LifeWorks (Employee Assistance Program).

• Patterson Perks Program.

• Competitive benefits.

• Unique incentive programs and rewards for eligible employees.