Support Specialist – Tier 1

Job Description:

• 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

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

Benefits:

• 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.

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