Technical Support Engineer I at Innovative Product Achievements LLC in Duluth, Georgia

Job Description:

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 hardware and software troubleshooting.


• Ability to diagnose and resolve common technical issues.


• Familiarity with ticketing systems and case management tools.


• Strong verbal and written communication skills to effectively interact with customers, field technicians, and internal teams.


• Ability to explain technical concepts in a clear and customer-friendly manner.


• Strong analytical skills to identify, troubleshoot, and resolve technical issues.


• Ability to prioritize tasks, manage time effectively, and handle multiple cases simultaneously in a fast-paced environment.


• Commitment to delivering a positive customer experience.


• Ability to remain patient, professional, and solutions-focused in interactions with customers.


• Attention to detail in documenting customer interactions and support cases.


• Willingness to contribute to process improvements and recognize patterns in recurring issues.


• Ability to work in a fast-paced environment and adapt to changing priorities.

 About Us:

IPA 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.

For more about life at IPA visit: https://www.thinkipa.com/careers

IPA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

COVID-19 considerations:

IPA 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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