Support Specialist I

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

📋 Description

• Handle both incoming and outgoing customer calls while delivering technical assistance.

• Address how-to inquiries and provide consultation on software, services, peripheral devices, and equipment workflows.

• Offer verbal support and utilize remote access to assist customers with their computers.

• Record inquiries by clarifying details, documenting steps taken, resources utilized, resolution status, and next steps in CRM systems.

• Create tickets as necessary and perform suitable follow-up actions.

• Ensure a positive customer engagement and overall experience.

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

• Employ provided tools and resources to execute job duties effectively.

• Achieve or surpass departmental performance metrics.

• Maintain technical expertise through ongoing education.

• Communicate and escalate issues effectively with customers, colleagues, and leadership.

• Adhere to departmental processes, procedures, workforce schedules, and time management practices.

• Acquire new skills aligned with the changing needs of the business.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Minimum of 1 year of experience in customer service.

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

• A minimum of 2 years of hands-on experience with Microsoft Operating Systems and platforms, such as Windows, Excel, Outlook, Word, and PowerPoint.

• Strong orientation towards customer service.

• Exceptional written and verbal communication abilities.

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

• Ability to type at least 50 words per minute.

• Quick learner of new systems, products, and applications.

• Proficient in following guidelines, procedures, and problem-solving protocols while using resources effectively.

• Skillful in managing time and adhering to schedules.

• Capable of handling customer data responsibly to prevent data loss through appropriate protocols.

• Proven reliability demonstrated through consistent attendance and punctuality.

• Ability to communicate in accordance with Patterson’s Code of Conduct and core values.

• Preferred: Associate’s Degree.

• Preferred: Technical certifications.

• Preferred: 2 years of technical experience in supporting software, computer hardware, networks, or other technical troubleshooting.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision benefits.

• 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 package.

• Distinctive incentive programs and rewards for eligible employees.