Job Description:

• Respond to inbound and outbound customer calls
• Provide technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment
• Use verbal guidance and remote connection to customers’ computers
• Document inquiries, clarifying details, steps taken, resources used, resolution status, and next steps in CRM systems
• Enter tickets and take appropriate follow-up actions
• Provide a positive customer experience and engage customers effectively
• Use available resources and follow escalation channels, company procedures, and policies
• Utilize provided equipment and resources
• Meet or exceed department performance metrics
• Maintain technical proficiency through continued education
• Communicate and escalate issues with customers, peers, and leadership
• Follow department processes, procedures, schedules, and workforce systems
• Learn new skillsets aligned with evolving business needs
• Perform 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)
• Reliable, hardwired internet required; minimum speeds of 10 mbps download and 3 mbps upload
• Candidates must reside in ID, IL, MN, MI, KS, KY, SD, UT, or WI
• Preferred: Associate's Degree
• Preferred: Technical certifications
• Preferred: 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 while troubleshooting, documenting, and engaging with customers
• Ability to type 50+ WPM
• Ability to learn new systems, products, and applications quickly
• Ability to follow guidelines, procedures, and problem-solving steps efficiently
• Ability to properly manage time and adhere to schedules
• Ability to work with customer data and prevent data loss
• Demonstrated reliability through attendance and punctuality
• Ability to communicate according to Patterson’s Code of Conduct and core values

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
• Unique incentive programs and rewards for eligible employees