This job is closed
We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.
Patterson Companies - Effingham, IL
posted 4 days ago
About the position
The Support Specialist - Tier I properly responds to incoming customer requests, via phone, email, and/or chat session, to ensure the customer's questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving customer requests and escalating incidents when considered appropriate and necessary to maintain service level expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. This full-time, permanent position is remote for candidates who reside in ID, IL, MN, MI, KS, KY, SD, TX, UT & WI only.
Responsibilities
- Respond to incoming customer requests via phone, email and/or chat sessions.
- Troubleshoot and resolve customer issues in a timely manner using software updates, drivers, knowledge bases, and FAQ resources.
- Maintain technical expertise and proficiency with all related and relevant software and computer systems.
- Follow-through and tracking to ensure escalated and active issues are researched and resolved to meet or exceed customer expectations.
- Communicate professionally and effectively with customers for follow-up when required.
- Maintain relevant skills and credits via internal support continuing training courses.
- Follow established department processes and procedures.
- Escalate issues and communicate appropriately with peers and management to ensure customer issues are addressed in a timely manner.
- Perform other duties as assigned.
Requirements
- High School Diploma or equivalent
- Excellent computer skills
- Strong customer service orientation
- Excellent verbal communication skills
- Consistent, positive attitude and respect for high quality standards
- Ability to make quick, sound judgments when answering questions
- Excellent multi-tasking skills
- Committed to being a team player
- Ability to recall numerous guidelines and procedures
- Excellent organizational skills
- Ability to absorb new ideas and concepts quickly
- 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 in a fast-paced changing environment
- Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
- Strong organizational, attention to detail and task follow-up skills
- Actively volunteers for various projects, tasks and event committees
Benefits
- $17/hr starting compensation
- Training will be from 8AM-5PM CT
- Core working hours will be 10AM-7PM CT
- Potential for other shifts between 7AM-9PM CT
- Reliable, hardwired internet required
