Support Specialist - Tier 1; Remote

Join to apply for the Support Specialist - Tier 1 (Remote) role at Patterson Companies, Inc.

The Support Specialist - Tier 1 properly 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. The specialist documents the type of inquiry, clarifying details, steps taken, resources utilized, status of resolution, and next steps in CRM system(s). During the interactions the specialist provides a positive experience with customer engagement, uses available resources, and follows proper escalation channels according to company procedures and policies.

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

• Respond to inbound and outbound calls providing technical support, answering how-to questions, and consulting 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 escalated issues 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; perform other duties as assigned.

• High School Diploma or equivalent.
• 1 year of customer service experience.
• 1 year of experience with customer relationship management, point of sale, or similar software systems with basic troubleshooting.
• 2 years of experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, PowerPoint).

• Associate's Degree.
• Technical certifications.
• 2 years of 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.

$17/hr + Benefits

Training will be from 8:00 AM–5:00 PM CT. After training, core working hours will be 10:00 AM–7:00 PM CT. Other shifts are available and can vary between 7:00 AM–9:00 PM CT; part‑time hours are not currently offered.

Reliable, hard‑wired internet required. Satellite and hot‑spot internet are not supported. Minimum speeds of 10 Mbps download and 3 Mbps upload.

The potential compensation range for this role is $15.19–$18.65 per hour.