Support Specialist I

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.

Date Last Edited: 9/10/2025 4:06:09 PM

• Job Summary
• 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 via a combination of verbal guidance and remote connection to the customer's computer(s). The specialist documents the type of inquiry, clarifying details, steps taken, resources utilized, status of resolution, and next steps in CRM system(s), enters tickets as needed, and takes appropriate follow-up actions as needed. During the interactions, the specialist provides a positive experience with customer engagement. They utilize available resources and work through proper escalation channels, following company procedures and policies.

• Essential Functions
• •Respond to Inbound and Outbound Calls providing technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment

Utilize all equipment and resources provided to perform the job at the highest proficiency

Meet or exceed department performance metrics

Maintain technical proficiency through continued education with relevant software, services, peripheral devices, and equipment

Communicate and escalate issues with customers, peers, and leadership effectively, 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

• •Follow schedule in workforce system(s) utilizing proper time management procedures
• •Comply with Company and department policies and standards; performs other duties as assigned

• Minimum Requirements
• •High School Diploma or Equivalent
• •1 year Customer service experience and

1 year Experience with customer relationship management, point of sale, or similar systems with basic troubleshooting and

2 years Experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, Powerpoint)

• Preferred Requirements
• •Associate's Degree

• •Technical certifications
• •2 years Technical experience supporting software, computer hardware, network, or other technical troubleshooting

• Skills and Abilities
• •Strong customer service orientation

Excellent written and verbal communication skills

Ability to multi-task performing troubleshooting steps, documenting, and additional tasks while engaging with customers

Ability to Type 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 adhering 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 of 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

Environmental Conditions

Office: This position primarily operates in a professional 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.

Remote: This position primarily completes work from a remote setting, most commonly, a home office. This may be referenced as flexible workplace.

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

Paid Time Off (PTO)

Holiday Pay & Floating Holidays

Volunteer Time Off (VTO)

Educational Assistance Program

Full Paid Parental and Adoption Leave

LifeWorks (Employee Assistance Program)

Patterson Perks Program

The potential compensation range for this role is below. The final offer amount could exceed this range, based on various factors such as candidate location (geographical labor market), experience, and skills.

$15.63 - $20.34

EEO Statement

Patterson provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or other related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.