Support Specialist I

Job Summary
The Support Specialist I 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.

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

Minimum Requirements

• High School Diploma or Equivalent
• 1 year Customer service experience and
• 1 year Experience with customer relationship management, point of sale, or similar systems with basic troubleshooting and
• 2 years Experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, Powerpoint)

Preferred Requirements

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

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

Physical and Cognitive Demands

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly
• Hand/Eye Coordination Occasionally
• Bend Rarely
• Complete Tasks in a Noisy Environment Rarely
• Feeling/Grasping/Handling Rarely
• Move/Traverse Rarely
• Repetitive Motions Rarely

Working Environment

• Hazards Occasionally

Environmental Conditions

• Office: This position primarily operates in a professional office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building's primary work areas consist of desks, chairs, computers, and other office equipment and devices for professional services.
• Remote: This position primarily completes work from a remote setting, most commonly, a home office. This may be referenced as flexible workplace.

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $15.63 - $19.13