Support Specialist I

Patterson Companies, Inc.; United States; Remote; USD 22,000 - 28,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) Match

Paid Time Off

Holiday Pay

Volunteer Time Off

Educational Assistance

Parental Leave

LifeWorks

Patterson Perks

Job summary

Patterson Companies, Inc. is seeking a Support Specialist I to handle inbound and outbound customer calls, provide technical assistance for software, services, peripherals, and equipment, and document interactions in the CRM.

You will escalate issues per policy, maintain productivity metrics, and stay current with product knowledge while working remotely.

Qualifications

• High School Diploma or Equivalent
• 1 year Customer service experience
• 1 year Experience with CRM/POS or similar systems with basic troubleshooting
• 2 years Experience with Microsoft OS and Office applications

Responsibilities

• Respond to inbound/outbound calls for technical support and workflows across software, services, peripherals, and equipment
• Utilize equipment and resources to perform duties at high proficiency
• Meet or exceed department performance metrics
• Maintain technical proficiency through ongoing education in relevant software and devices
• Communicate issues clearly with customers, peers, and leadership, escalating as needed
• Follow established department processes and procedures
• Learn new skills aligned with evolving business needs
• Manage time using workforce systems and schedules
• Adhere to company policies and standards; perform other duties as assigned

Skills

Strong customer service orientation

Excellent written and verbal comms

Multi-tasking and troubleshooting

Typing 50+ WPM

Learn new content quickly

Follow guidelines and processes

Time management

Handle customer data securely

Reliability and punctuality

Code of Conduct adherence

Education

High School Diploma or Equivalent

Associate’s Degree

Technical certifications

Tools

Microsoft Windows

Microsoft Excel

Microsoft Outlook

Microsoft Word

PowerPoint

Job description

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.

Date Last Edited: 9/10/2025 4:06:09 PM

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 elevate 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.

What’s In It For You:

We 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.

$15.63 - $20.34

EEO Statement

Patterson 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.