Support Specialist I
$32,510–$42,307 year
RemoteUnited States
Job Summary
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. Document inquiry types, clarifying details, steps taken, resources utilized, resolution status, and next steps in CRM systems, entering tickets as needed. Utilize available equipment and resources to perform duties at the highest proficiency while meeting department performance metrics. Communicate and escalate issues with customers, peers, and leadership effectively, following established department processes and procedures. Maintain technical proficiency through continued education with relevant software and hardware. Work from a professional office or remote home office setting.
Required Qualifications
- High School Diploma or Equivalent
- 1 year Customer service experience
- 1 year Experience with customer relationship management, point of sale, or similar systems with basic troubleshooting
- 2 years Experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, Powerpoint)
- 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
- Ability to multi-task performing troubleshooting steps, documenting, and additional tasks while engaging with customers
- Ability to effectively communicate and escalate issues with customers, peers, and leadership
- Ability to maintain technical proficiency through continued education with relevant software, services, peripheral devices, and equipment
- Ability to utilize available resources and work through proper escalation channels, following company procedures and policies
Desired Qualifications
- Associate's Degree
- Technical certifications
- 2 years Technical experience supporting software, computer hardware, network, or other technical troubleshooting
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