Technical Support Engineer I

Job Title: Technical Support Engineer I

Location: HQ – Duluth, GA (Hybrid: 3 days in office / 2 days remote + On call shift including evenings and weekends)

Reports To: Technical Support Supervisor

Department: Service

Target Comp: $27-$29 per hour

FSLA Status: Non-exempt

Job Summary:

The 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.

Key Responsibilities:

Technical Support:


* Troubleshoot and resolve basic hardware and software issues.


* Guide users and field technicians through diagnostic procedures.


* Provide technical assistance to customers and ensure timely resolution of level-one technical problems.

Problem-Solving:


* Take ownership of service-related issues and assess root causes.


* Prioritize tasks effectively and communicate service statuses clearly.


* Engage internal teams and escalate complex technical challenges when necessary.

Customer Interaction:


* Act as the first point of contact for customers, ensuring a seamless support experience.


* Address inquiries, provide solutions, and educate customers on IPA’s products, services, and policies.


* Foster positive relationships to enhance overall customer satisfaction.

Communication:


* Document customer interactions and support cases accurately in the system.


* Communicate effectively with internal teams, field technicians, and customers.


* Escalate critical issues promptly to the appropriate teams when necessary.

Process Improvement:


* Identify recurring issues and contribute to refining troubleshooting processes.


* Document best practices and provide feedback on common challenges.


* Suggest improvements to policies, procedures, and knowledge base resources.


* Contribute to training, process enhancements, and overall efficiency improvements.

Other Duties:


* Perform other duties as assigned to support technical support operations and enhance customer service processes.

Qualifications:

Educational and Experience Requirements:


* Associate’s degree in a related field preferred, or equivalent combination of education, training, and experience.


* Minimum 1+ years in a technical support, help desk, or customer service role with a technical focus is a plus.

Skills & Qualifications:


* Basic understanding of har...