Support Specialist – Tier 1

October 3, 2026

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:

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