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: 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 Unique incentive programs and rewards for eligible employees