Technical Support Specialist I

Draeger, Inc.; Telford (PA); Remote; USD 35,000 - 42,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid time off

Job summary

Draeger, Inc. is seeking a Technical Support Specialist I to work on a remote schedule from Telford, PA. You will handle inbound inquiries, document cases, and perform basic troubleshooting to ensure timely issue resolution and customer satisfaction.

The role includes coordinating field service dispatches and collaborating with operations to manage support services. The position requires 0-2 years in customer service or tech support, with a focus on Windows and Microsoft 365 environments.

Qualifications

• 0-2 years of experience in customer service, technical support or help desk.
• Exposure to troubleshooting computer hardware, software, network connectivity, and related issues.
• Experience using ticketing, case management, or CRM systems.

Responsibilities

• Serve as the first point of contact for customer technical support inquiries by phone or email.
• Create, document, manage, and close technical support cases per procedures and SLAs.
• Perform basic troubleshooting and resolve device, software, and connectivity issues; escalate when needed.
• Coordinate and dispatch field service resources and communicate with stakeholders.
• Collaborate with Service Business Operations to obtain and track purchase orders for support services.
• Provide timely updates to customers and internal teams and contribute to service improvement.

Skills

Customer support

Troubleshooting

Remote support

Ticketing systems

Windows OS

Microsoft 365

Communication skills

Education

Associate degree in IT or related field

Tools

CRM systems

Job description

Technical Support Specialist I

• Business Unit:Draeger, Inc., Job-ID:1386

• Location: Telford
• Function:Service
• Work Location:Remote
• Employment Type:Permanent

The Job Responsibilities

The Technical Support Specialist I will work a remote schedule.

Serves as the first point of contact for customers requiring technical assistance and support services. This role handles inbound customer calls and emails, creates and manages support cases, performs basic troubleshooting, coordinates service dispatch activities, and supports proactive maintenance efforts. The position works closely with customers, Field Service personnel, and Service Business Operations to support timely issue resolution, customer satisfaction, and the delivery of technical services within the System Solutions organization.

• Serve as the first point of contact for customer technical support inquiries received by phone and email during business hours.
• Create, document, manage, and close technical support cases in accordance with established procedures and service-level expectations.
• Perform basic troubleshooting and resolution of customer device, software, and connectivity issues, escalating complex matters when appropriate.
• Perform proactive maintenance activities and identify potential issues before they affect customer operations.
• Coordinate and dispatch Field Service resources to customer sites, ensuring efficient scheduling and clear communication with stakeholders.
• Manage shared support mailboxes, respond to customer inquiries, and ensure requests are properly logged, assigned, and followed through.
• Collaborate with Service Business Operations to obtain and track purchase orders required for support services and system maintenance activities.
• Communicate timely updates to customers, Field Service personnel, and internal teams while following company policies, documentation standards, support processes, and escalation procedures and contributing to continuous service improvement and customer satisfaction.
• Performs other duties as needed and assigned.

Your Qualifications

Education:

Associate degree in Information Technology, Computer Science, Healthcare Technology, or a related field preferred. An equivalent combination of education and relevant work experience may be considered.

Related Experience:

0-2 years of experience in customer service, technical support, help desk, service desk, or a related support role. Experience in a call center or other customer-facing environment is preferred. Exposure to troubleshooting computer hardware, software, network connectivity, and technology-related issues, along with experience using ticketing, case management, or CRM systems, is preferred.

Special Competencies or Certifications:

• Ability to accurately document customer interactions, troubleshooting activities, and issue resolutions in ticketing and case management systems.
• Effective written and verbal communication skills for customers, Field Service personnel, and internal teams.
• Ability to follow established troubleshooting processes, work instructions, and knowledge base articles to resolve common technical issues.
• Ability to work under regular guidance while progressively building technical proficiency, product knowledge, and independence.
• Willingness and ability to participate in training, cross-training, and continuous learning activities.
• Basic proficiency with office productivity tools, email, spreadsheets, shared drives, ticketing systems, and remote support tools.
• Basic understanding of Windows operating systems, Microsoft 365 applications, computer hardware, software installation, system configuration, and network connectivity concepts including IP addressing, VPN, and remote access.
• Ability to gather and document technical information and clearly communicate findings to customers and internal support teams.
• CompTIA A+, ITIL Foundation, HDI Support Center Analyst, or similar industry certifications are a plus; no certification is required.

Work Environment / Conditions:

• Primarily hybrid work environment with routine use of computer systems, hardware, software, and standard office equipment.
• Standard business hours with occasional extended hours during service escalations or critical business needs.
• Ability to work in a fast-paced environment with multiple competing priorities and varying individual responsibilities.
• Limited travel may be required, generally less than 15%.
• Ability to remain seated for extended periods while working at a computer.

The targeted pay range for this position is typically between $25.10 - $30.14. We note that the base pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. This position is eligible for the following additional compensation: annual bonus.

While Draeger values diverse global talent, this role requires current and ongoing work authorization in the United States. Unfortunately, Draeger is unable to provide visa sponsorship now or in the future.

Draeger is a federal government contractor. If this position requires access to federally restricted information, the individual's eligibility for and attainment of federally required licensing is a condition of employment.

Drager Benefits

At Draeger, Technology for Life means supporting our people in every aspect of their lives. We offer a competitive benefits package that may include:

• Medical, dental, and vision insurance
• Life, short- and long-term disability coverage
• 401(k) with company match
• Over 4 weeks of paid time off, plus holidays and parental leave
• Flexible spending accounts and employee assistance program

Select locations also offer free parking, an on-site gym, cafeteria, and game room.

Who we are

We're hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle "Technology for Life".

Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario.

Draeger is an Equal Opportunity Employer.