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Jobs · OTHR · Illinois

Support Specialist I

Patterson Companies, Inc. · Illinois, United States · 2 wk ago
OTHR$15.63–$20.34/hrFull-time

Date last edited: 9/10/2025

About the role

The Support Specialist I 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. This includes verbal guidance and remote connection to the customer's computer(s). The specialist documents inquiries, steps taken, resources used, resolution status, and next steps in CRM system(s), enters tickets as needed, and follows up appropriately. The role focuses on delivering a positive customer experience while utilizing available resources and following company procedures.

Responsibilities

  • 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 provided equipment and resources to perform the job at the highest proficiency.
  • Meet or exceed department performance metrics.
  • Maintain technical proficiency through continued education on relevant software, services, peripheral devices, and equipment.
  • Communicate and escalate issues with customers, peers, and leadership effectively and 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.
  • Adhere to schedules in workforce system(s) utilizing proper time management procedures.
  • Comply with company and department policies and standards; perform other duties as assigned.

Requirements

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

Preferred Qualifications

  • Associate's Degree.
  • Technical certifications.
  • 2 years of technical experience supporting software, computer hardware, networks, or other technical troubleshooting.

Skills

  • Strong customer service orientation.
  • Excellent written and verbal communication skills.
  • Ability to multitask, performing troubleshooting steps, documenting, and additional tasks while engaging with customers.
  • Typing speed of 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 and adhere 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 (passionate, focused, people first, and always advancing).

Physical and Cognitive Demands

  • Communicate/Hearing: Frequently
  • Communicate/Talking: Frequently
  • Learn New Tasks or Concepts: Frequently
  • Make Timely Decisions in the Context of a Workflow: Frequently
  • Complete Tasks Independently: Constantly
  • Maintain Focus: Constantly
  • Remember Processes & Procedures: Constantly
  • Stationary Position (Seated): Constantly
  • Vision: Constantly
  • Hand/Eye Coordination: Occasionally
  • Bend: Rarely
  • Complete Tasks in a Noisy Environment: Rarely
  • Feeling/Grasping/Handling: Rarely
  • Move/Traverse: Rarely
  • Repetitive Motions: Rarely
  • Working Environment Hazards: Occasionally

Working Environment

This position primarily operates in a professional office environment with desks, chairs, computers, and other office equipment. It may also be performed remotely, such as from a home office (flexible workplace).

Pay

The potential compensation range for this role is $15.63 - $20.34 per hour. The final offer amount could exceed this range based on factors such as candidate location, experience, and skills.

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