Support Specialist - Tier 1 (Remote)

Patterson Companies; Milwaukee (WI); Remote; USD 22,000 - 28,000; Full time

Benefits offered by this job

Full Medical, Dental, and Vision

401(k) Match

Paid Time Off

Holiday Pay & Floating Holidays

Volunteer Time Off

Educational Assistance

Parental/Adoption Leave

LifeWorks EAP

Patterson Perks Program

Job summary

Patterson Companies in Milwaukee, WI is seeking a remote technical support specialist. You will handle inbound and outbound calls, assist with software and hardware questions, and guide customers through troubleshooting while meeting performance metrics.

Training runs 8AM-5PM CT; core hours are 10AM-7PM CT with potential shifts 7AM-9PM CT. Starting pay is $17/hr plus benefits, with comprehensive medical, dental, and vision coverage and PTO.

Qualifications

• High School Diploma or Equivalent.
• 1 year customer service experience.
• 1 year experience with CRM, POS, or similar software with basic troubleshooting.
• 2 years experience with Microsoft OS and Office applications.

Responsibilities

• Respond to inbound/outbound calls providing technical support for software, services, peripherals, and equipment.
• Utilize all provided tools to perform duties effectively.
• Meet or exceed department performance metrics.
• Maintain technical proficiency through ongoing education.

Skills

Strong customer service

Typing 50+ WPM

Time management

Clear communication

Data handling

Adaptability

Problem solving

Education

High School Diploma or Equivalent

Associate's Degree (preferred)

Tools

CRM/POS software

Microsoft Office (Windows, Excel, Outlook, 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.

This full-time, permanent position is remote for candidates who reside in ID, IL, MN, MI, KS, KY, SD, UT & WI only.

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
• 1 year experience with customer relationship management, point of sale, or similar software systems with basic troubleshooting
• 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

Starting compensation: $17/hr + Benefits

Hours: 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 10 mbps download and 3 mbps upload. Check internet speed here:

https://www.speakeasy.net/speedtest

What's In It For You:

• 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.