Support Specialist - Tier 1 (Remote)

Patterson isn't just a place to work, it's a partner that cares about your success.One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.Job DescriptionThe Support Specialist – TierI 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 FunctionsRespond to inbound and outbound calls providing technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipmentUtilize all equipment and resources provided to perform the job at the highest proficiencyMeet or exceed department performance metricsMaintain technical proficiency through continued education with relevant software, services, peripheral devices, and equipmentCommunicate and escalate issues with customers, peers, and leadership effectively, in a timely manner, with positive engagementFollow established department processes and proceduresLearn new required skillsets aligned with evolving business needs while following the appropriate growth trajectory of the roleFollow schedule in workforce system(s) utilizing proper time management proceduresComply with company and department policies and standards; performs other duties as assignedMinimum RequirementsHigh School Diploma or Equivalent1 year customer service experience1 year experience with customer relationship management, point of sale, or similar software systems with basic troubleshooting2 years experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, PowerPoint)Preferred RequirementsAssociate's DegreeTechnical certifications2 years Technical experience supporting software, computer hardware, network, or other technical troubleshootingSkills and AbilitiesStrong customer service orientationExcellent written and verbal communication skillsAbility to multi-task performing troubleshooting steps, documenting, and additional tasks while engaging with customersAbility to type 50+WPMAbility to learn new content related to systems, products, and applications quicklyAbility to follow numerous guidelines, procedures, and problem-solving steps utilizing resources efficientlyAbility to properly manage time adhering to schedulesAbility to work with customer data and ensure proper protocols are taken to prevent data lossDemonstrated reliability through attendance and punctualityAbility to communicate with customers, peers, and leaders following Patterson's Code of Conduct and core values of passionate, focused, people first, and always advancingStarting compensation: $17/hr + BenefitsHours: Training will be from 8AM-5PM CT. After training is done the core working hours will be 10AM-7PM CT. If staffing needs change other shifts are available and can vary between 7AM-9PM CT; We do not currently offer part-time hours.Minimum Internet Requirements: Reliable, hardwired internet required. Satellite and Hot Spot internet are not supported; minimum speeds of 10mbps download and 3mbps upload.What's In It For YouWe provide competitive benefits, unique incentive programs and rewards for our eligible employees: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.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.$15.19 – $18.65EEO StatementPatterson 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.At Patterson Companies, we live our values everyday. With more than 8,000 employees worldwide, we're responsible for providing dentists, veterinarians, animal producers, and farmers with the support we need to keep us and our animals healthy.An Equal Opportunity EmployerPatterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.J-18808-Ljbffr