Technical Support Specialist

Patterson isn't just a place to work, it's a partner that cares about your success.

One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.

Job Summary

The Technical Support Specialist properly responds to incoming customer requests via phone, email, or chat session, in such a manner to ensure the customer’s questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving the customer’s questions and escalates incidents when considered appropriate and necessary to maintain service level expectations.

Essential Functions

• Respond to incoming customer requests via phone, email and/or chat sessions

• Respond to incoming inquiries that are escalated by customers, Support Managers, Project Managers and/or other Support Specialist

• Call appointments at the scheduled time to install and/or troubleshoot our software as needed.

• Troubleshooting may include using software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

• Meet or exceed department performance metrics such as calls, tickets closed etc.

• 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 in such a manner 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 education courses

• Follow established department processes and procedures

• Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner

• Performs other duties as assigned

Job Qualifications

Required Qualifications

• Prior call center experience

• Configuring and supporting Microsoft Windows operating systems

• Excellent customer service

• Good communication skills both written and oral

• Ability to manage competing priorities in a complex environment

• Ability to devise creative technical solutions

Preferred Qualifications

• MCSA Certification

• Windows OS (XP, Vista, Windows 7, Windows 8, Server 2003, 2008, & 2012)

• SQL Server 2000, 2005, 2008 R2, & 2012

• Microsoft Office

Working Conditions

Physical Demands

• Operating a computer or other office devices for the majority of the workday

• May occasionally need to move packages up to 10 pounds such as office supplies or equipment

• Must be able to communicate with others in person, over the phone, and in writing

• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors

• Must be able to read and interpret various electronic and written documents

Environmental Factors

This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.

What's In It For You:

We provide competitive benefits, unique incentive programs and rewards for our eligible employees:

• Full Medical, Dental, and Vision benefits and an 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.

• LifeWorks (Employee Assistance Program).

• Patterson Perks Program.

EEO Statement

As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences is what strengthens us and drives our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.

We are Patterson. We welcome you.