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CPI Card Group · 1 day ago

Technical Support Tier I

Nashville, TN

Full-time

Onsite

Entry Level

1+ years exp

CPI Card Group is a payment technology company and leading provider of credit, debit and prepaid solutions. They are seeking a Technical Support Tier I representative to serve as the initial point of contact for customers, providing excellent customer service and technical support for their SaaS Instant Issuance Solution.

Financial ServicesPaymentsPrinting

No H1B

Responsibilities

Provide excellent customer service on the phone, in-person and via email to customers and clients utilizing our products and services

Meet expected SLAs by meeting the expected call pick-up and call resolution times on the inbound call queue

Provide daily assistance to existing clients by being primary contact for technical support by answering technical questions, troubleshooting, and educate clients on our products and services

Act as an empowered liaison between the company’s external clients and internal customers (Graphic Design, Information Technology, Printing, and Fulfillment) to provide exceptional service to clients

Communicate effectively to clients, department head via written and verbal reports

Monitor ongoing customer issues and open tickets to ensure resolution

Assist in deployment to customers

Provide technical training and support to customers

Develop technical support and training tools that increase system usability and both technical and end-user documentation

Identify the needs of customers, resolve issues, and provide solutions

Assist in user profile setup inventory look up and card stock balance issues

Maintain expertise on company policies and the website for FAQs or policy related answers

Maintain thorough ticket logs of conversations with the customer

Write and submit escalations when issue is not resolved in a timely manner

Following established procedures, and reporting newly discovered issues

Enhances organization reputation by accepting ownership of unresolved issues/upset clients, exploring opportunities to add value to job accomplishments

Qualification

Technical Support ExperienceA+ Networking CertificateNetworking KnowledgeAnalytical Problem-SolvingCommunication SkillsTyping SkillsComputer LiteracyMulti-taskingAttention to DetailTime Management

Required

High School Diploma or GED, required

Minimum 1 year in a technical support role

Maintain an A+ Networking certificate, or equivalent experience

Demonstrated understanding of DHCP, Firewalls, web services, and IPSec VPN concepts

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

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

Strong analytical and technical problem-solving skills in order to identify and resolve unique problems

Adaptable to change, handling multiple projects and computer programs at once, working in a fast-paced environment

Attention to detail in the individual processes is important to overall project

Excellent written and oral communication skills, including verbal communication, listening, and interpersonal skills

Excellent typing skills and computer literacy, including MS Excel, Word, and Outlook

Ability to handle pressure of multiple deadlines while maintaining composure and professionalism

Ability to remain resilient, project patience and empathy, and provide excellent Client service when dealing with stressful situations

Self-disciplined to manage own schedule and adhere to it

Exhibit professional, courteous, and friendly behavior

Ability to multi-task, set priorities and manage time effectively

Problem solving skills

Elementary English proficiency communication skills necessary