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CPI Card Group · 3 weeks ago

Technical Support Tier II - Hybrid

Nashville, TN

Full-time

Hybrid

Entry, Mid Level

2+ years exp

CPI Card Group is seeking a Technical Support Tier II professional to provide customer service and technical support for their business group technology. The role involves troubleshooting, issue resolution, and providing specialized technical expertise for both internal and external customers.

Financial ServicesPaymentsPrinting

No H1B

Responsibilities

Responds to client or internal queries, performing an initial diagnostic analysis of the query and determine next steps necessary to resolve or assign the query to next level of technical support. This role also interacts with product, development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the needs of users

Manage ticket escalations from the Tier I team including moderately complex and non-standard issues, often requiring development of solutions that rely on past experience, thorough understanding of the system environment and ability to effectively utilize a wide range of technology tools/techniques

Maintain an in-depth understanding of all aspects of the software and system components supporting the business to provide technical support, troubleshoot technology issues and develop solutions to address system issues raised by customer support, implementation, operations and/or customers

Report & analyze trends and provide feedback to product and development teams to enable longer-term solutioning to resolve recurring system or customer issues

Work with clients and customer teams to determine requirements and perform complex non-standard implementations of business group products and services

Assist customers with reports or other available complex system functionality

Provide technical expertise and demo support to customer-facing support and sales staff and/or prospective clients

Train clients and internal teams on system functionality. May also create training documentation, client reports and marketing materials

Resolve escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving an issue

Ask questions and use diagnostic programs to efficiently and accurately diagnose issues and resolve them. Properly identify when to escalate an issue and follow instructions regarding case escalation while monitoring and adhering to customer SLAs

Walk end-user clients through problem diagnosis and resolution process ensuring clear effective communication and client satisfaction

Work closely with the Development, QA, DevOps, Customer Support, and Implementations Teams to ensure a high level of customer support

Subject Matter Expert for integrated solutions across multiple CPI product lines (instant issue, digital, and central fulfillment)

Assist operational teams in integrated configuration of live clients, including, but not limited to setup, billing, contractual requirements, etc

Support of integrated client/vendors with design discussions to CPI API’s, as well as general troubleshooting and assistance during new integration on-boarding/UAT testing

Qualification

A+ certificationNetwork+ certificationLinuxSQLNetworking technologiesAPI knowledgeIT ticketing systemMS Office 365Customer relationship managementMulti-taskCommunication skillsProblem-solving skillsDocumentation skills

Required

Bachelor's Degree in Computer Science, or equivalent experience

A+ and Network+ certification, or equivalent demonstrated knowledge

At least 2 years demonstrated success in application or systems support role

Working knowledge of Linux and SQL

General knowledge and understanding of networking technologies and API's

Networking knowledge including: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, troubleshooting

Working knowledge of IP routing design and general Internet connectivity and related dependency's (DNS, Security, IP Routing, HTTP, VPN, etc.)

Preferred

Previous experience utilizing an industry standard IT ticketing system and incident management processes

Solid working knowledge of professional collaboration tools

MS Office 365

Strong verbal/written communications skills and strong teamwork skills – ability to communicate well to both customers and non-technical colleagues and to technical resources

Strong problem-solving skills and ability to dive into details and drive issue resolution, while maintaining strong communication with customer

Excellent documentation and organizational skills

Demonstrated ability to multi-task in a fast-paced environment with stringent deadlines

Strong customer and relationship management skills

General security, telephone systems and circuits, Internet, firewalls/DMZ, IP network and communications rooms (equipment, software/protocols, and cabling), monitoring, test systems/platforms, overall data security and encryption

Ability to read and analyze Wireshark packet captures (Pcap)

Ability to handle ambiguous situations independently