Technical Support Engineer I

pstrongJob Title:/strongspan /spanTechnical Support Engineer I/p pstrongLocation:/strongspan /spanHQ – Duluth, GA (Hybrid: 3 days in office / 2 days remote + On call shift including evenings and weekends)/p pstrongReports To:/strongspan /spanTechnical Support Supervisor/p pstrongDepartment:/strongspan /spanService/p pstrongTarget Comp:/strongspan /span$27-$29 per hour/p pstrongFSLA Status:/strongspan /spanNon-exempt/p pstrongJob Summary:/strong/p pThe Technical Support Engineer I (TSE I) provides hands-on technical support in a call center/help desk setting while operating in a hybrid work environment. This role is the initial point of contact for internal and external customers, managing cases, solving problems, and addressing inquiries from IPA customers, field engineers, and field partners. The TSE I handles technical questions resolves level-one technical issues, triages complex challenges, and escalates cases to higher-level support engineers. Additionally, the TSE I dispatches field technicians and guides troubleshooting efforts remotely, focusing on excellent customer service for automated dispensing systems in hospitals and other healthcare facilities./p pstrongKey Responsibilities:/strong/p pstrongTechnical Support:/strong/p ul liTroubleshoot and resolve basic hardware and software issues./li liGuide users and field technicians through diagnostic procedures./li liProvide technical assistance to customers and ensure timely resolution of level-one technical problems./li /ul pstrongProblem-Solving:/strong/p ul liTake ownership of service-related issues and assess root causes./li liPrioritize tasks effectively and communicate service statuses clearly./li liEngage internal teams and escalate complex technical challenges when necessary./li /ul pstrongCustomer Interaction:/strong/p ul liAct as the first point of contact for customers, ensuring a seamless support experience./li liAddress inquiries, provide solutions, and educate customers on IPA’s products, services, and policies./li liFoster positive relationships to enhance overall customer satisfaction./li /ul pstrongCommunication:/strong/p ul liDocument customer interactions and support cases accurately in the system./li liCommunicate effectively with internal teams, field technicians, and customers./li liEscalate critical issues promptly to the appropriate teams when necessary./li /ul pstrongProcess Improvement:/strong/p ul liIdentify recurring issues and contribute to refining troubleshooting processes./li liDocument best practices and provide feedback on common challenges./li liSuggest improvements to policies, procedures, and knowledge base resources./li liContribute to training, process enhancements, and overall efficiency improvements./li /ul pstrongOther Duties:/strong/p ul liPerform other duties as assigned to support technical support operations and enhance customer service processes./li /ul pstrongQualifications:/strong/p pstrongEducation and Experience Requirements:/strong/p ul liAssociate’s degree in a related field preferred, or equivalent combination of education, training, and experience./li liMinimum 1+ years in a technical support, help desk, or customer service role with a technical focus is a plus./li /ul pstrongKnowledge, Skills, Abilities:/strong/p ul liBasic understanding of hardware and software troubleshooting./li liAbility to diagnose and resolve common technical issues./li liFamiliarity with ticketing systems and case management tools./li liStrong verbal and written communication skills to effectively interact with customers, field technicians, and internal teams./li liAbility to explain technical concepts in a clear and customer-friendly manner./li liStrong analytical skills to identify, troubleshoot, and resolve technical issues./li liAbility to prioritize tasks, manage time effectively, and handle multiple cases simultaneously in a fast-paced environment./li liCommitment to delivering a positive customer experience./li liAbility to remain patient, professional, and solutions-focused in interactions with customers./li liAttention to detail in documenting customer interactions and support cases./li liWillingness to contribute to process improvements and recognize patterns in recurring issues./li liAbility to work in a fast-paced environment and adapt to changing priorities./li /ul pstrongAbout Us:/strong/p pIPA is a global leader in innovative linen and specialty uniform distribution solutions. Our cutting-edge software and hardware empower you to efficiently manage distribution, enhance staff satisfaction, reduce infection risks, and lower costs. Proudly made in the U.S.A, our solutions are trusted by over 1,000+ hospitals worldwide. Since our inception in 1995, IPA has evolved into the industry frontrunner, serving more than 1 million healthcare professionals daily. From community hospitals to top academic hospitals, including 18 of the 20 hospitals on the U.S. News and World Report Best Hospitals Honor Roll 2024-2025, our technology sets the standard for excellence./p pFor more about life at IPA visit: https://www.thinkipa.com/careers/p pIPA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees./p pstrongCOVID-19 considerations:/strong/p pIPA is mandating that all of our employees must have the COVID vaccine. To be considered for this position, you must be fully vaccinated before the start of employment. Exemptions and accommodations will be made for legitimate religious or medical reasons./p