Support Specialist I

Patterson Dental Supply•Effingham, IL

4d•$16 - $20

About The Position

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 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.

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)

Nice To Haves

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

Responsibilities

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