Support Specialist Tier I (ID, IL, MN, MI, KS, KY, SD, TX, UT & WI Residents Only)

$35,360 - $35,360/Yr

Patterson Company - Kenosha, WI

Full-time - Entry Level

Remote - Kenosha, WI

Construction of Buildings

About the position

The Support Specialist - Tier I is responsible for responding to incoming customer requests through various channels such as phone, email, and chat. The role focuses on ensuring timely resolution of customer inquiries, documenting requests, and escalating issues when necessary. This position requires technical expertise and the ability to provide hands-on support at the desktop level, all while maintaining a customer-first approach in a remote work environment.

Responsibilities

• Respond to incoming customer requests via phone, email, and chat sessions.
• Troubleshoot and resolve customer issues in a timely manner using software updates, drivers, and knowledge bases.
• Maintain technical expertise with all relevant software and computer systems.
• Track and follow through on escalated issues to ensure resolution meets customer expectations.
• Communicate professionally with customers for follow-up when required.
• Participate in internal support training courses to maintain relevant skills.
• Follow established department processes and procedures.
• Escalate issues and communicate appropriately with peers and management.

Requirements

• High School Diploma or equivalent.
• Excellent computer skills.
• Strong customer service orientation.
• Excellent verbal communication skills.
• Ability to make quick, sound judgments when answering questions.
• Excellent multi-tasking skills.
• Commitment to being a team player.
• Ability to recall numerous guidelines and procedures.
• Excellent organizational skills.
• Strong analytical and problem-solving abilities.

Nice-to-haves

• Associate's Degree.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Ability to work effectively within a team and as an individual contributor.
• Strong verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to handle multiple assignments and meet deadlines.
• Actively volunteers for various projects and tasks.

Benefits

• Full Medical, Dental, and Vision benefits.
• Integrated Wellness Program.
• 401(k) Match Retirement Savings Plan.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).
• Holiday Pay & Floating Holidays.
• Volunteer Time Off (VTO).
• Educational Assistance Program (Tuition Reimbursement).
• Full Paid Parental and Adoption Leave.
• Employee Assistance Program (LifeWorks).