Support Specialist - Tier 1 (Remote)

Lensa; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Support Specialist - Tier I to join its remote team. This role involves responding to customer inquiries through various channels, ensuring prompt and effective resolutions. Ideal candidates will possess strong technical skills and a customer-focused mindset. The company fosters a people-first culture, promoting professional growth and valuing diverse talents. With competitive pay and comprehensive benefits, this position offers a dynamic work environment where your contributions will make a meaningful impact.

Benefits

Medical, Dental, Vision, Wellness

401(k) Match

PTO, Holidays, VTO

Educational Assistance

Parental and Adoption Leave

Employee Assistance Program

Patterson Perks

Qualifications

• Excellent computer skills and strong customer service orientation.
• Ability to learn quickly and strong problem-solving skills.

Responsibilities

• Respond to customer requests via phone, email, and chat.
• Troubleshoot and resolve issues using software updates and FAQs.

Skills

Customer Service Orientation

Problem Solving

Communication Skills

Technical Proficiency

Multitasking

Education

High School Diploma

Associate's Degree

Tools

Diagnostic Tools

Knowledge Bases

Job description

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Lensa is the leading career site for job seekers at every stage of their career. Our client, Patterson Companies, is seeking professionals. Apply via Lensa today!

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 Description

Job Summary

The Support Specialist - Tier I properly responds to incoming customer requests via phone, email, and chat to ensure questions are answered promptly. This includes receiving, prioritizing, documenting, and actively resolving requests, escalating incidents when necessary to maintain service levels. Problem resolution may involve diagnostic tools and hands-on help at the desktop level. This full-time, permanent position is remote for candidates in ID, IL, MN, MI, KS, KY, SD, TX, UT & WI only.

Essential Functions

• Respond to customer requests via phone, email, and chat, primarily answering calls.
• Troubleshoot and resolve issues using software updates, drivers, knowledge bases, and FAQs.
• Maintain technical proficiency with relevant software and systems.
• Follow-up and track issues to meet or exceed customer expectations.
• Communicate professionally with customers for follow-up.
• Maintain skills through internal training courses.
• Follow department processes and procedures.
• Escalate issues and communicate with peers and management.
• Perform other duties as assigned.

Critical Competencies

• Technical Expertise: Apply technical skills to solve problems.
• Customer Engagement: Build rapport and guide customers to solutions.
• Flexibility: Adapt to new methods and procedures.
• Communication: Listen actively and communicate clearly and tactfully.
• Self-Management: Prioritize tasks and stay organized.
• Action Orientation: Take initiative and encourage others.
• Interpersonal Effectiveness: Follow through and take responsibility.

Minimum Qualifications

• High School Diploma or equivalent
• Excellent computer skills
• Strong customer service orientation
• Excellent verbal communication skills
• Positive attitude and respect for quality standards
• Quick, sound judgment skills
• Multitasking skills
• Team player
• Ability to recall guidelines and procedures
• Organizational skills
• Ability to learn quickly
• Strong problem-solving skills

Preferred Qualifications

• Associate's Degree
• Ability to communicate in business-friendly language
• Self-motivated and directed
• Effective team and individual work in fast-paced environments
• Strong communication skills at all organizational levels
• Attention to detail and task follow-up
• Volunteer for projects and committees

Compensation and Hours

Starting at $17/hr + Benefits. Training from 8AM-5PM CT; after training, core hours are 10AM-7PM CT. Other shifts possible between 7AM-9PM CT. No part-time options currently.

Internet Requirements

Reliable, wired internet with minimum speeds of 10 Mbps download and 3 Mbps upload. Satellite and Hot Spot not supported.

Benefits

• Medical, Dental, Vision, Wellness
• 401(k) Match
• PTO, Holidays, VTO
• Educational Assistance
• Parental and Adoption Leave
• Employee Assistance Program
• Patterson Perks

Equal Opportunity Statement

Patterson provides equal employment opportunities regardless of race, color, sex, gender identity, sexual orientation, religion, national origin, pregnancy, veteran or disability status.