What are the responsibilities and job description for the Technical Support Specialist position at Patterson Company LLC?
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 Support Specialist - Tier I properly responds to incoming customer requests via phone, email, or chat session, in such a manner to ensure the customers questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving the customers questions and escalates incidents when considered appropriate and necessary to maintain service level expectations. This position is on-site in Denton, TX; hybrid work may be possible in the future at the discretion of the manager.
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 and / or Support Specialist Tier I
Troubleshoot and resolve customer issues in a timely manner including the use of 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 per hour, call lengths and adherence to schedule, 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 by the Support Manager and other Managers.
Job Qualifications
Required Qualifications
Excellent customer service
Configuring and supporting Microsoft Windows operating systems
Good communication skills both written and oral
Ability to manage competing priorities in a complex environment
Ability to devise creative technical solutions
Preferred Qualifications
Windows OS (XP, Vista, Windows 7, Windows 8, Server 2003, 2008,
2008, 2012, 2016, & 2022 )
Microsoft Office
Prior call center experience
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 5 - 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 buildings primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services. A hybrid schedule may be available once the training portion of the job is complete, subject to approval by management and in compliance with the company Flexible Workplace Policy.
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.
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.
