Tier 1 Technical Support Specialist

Tier 1 Technical Support Specialist –
CPI Card Group

Location:

Nashville, TN | Salary: $40,000.00 - $52,000.00

Technical Support – Tier I will be the initial point of contact for customers using our SaaS Instant Issuance Solution. This role is responsible for providing excellent customer service, building and maintaining strong customer relationships, and becoming an expert on the technical challenges, requirements, and solutions of our product.

Please note:

All official correspondence from CPI Card Group will come from an email address ending in . If you receive an email claiming to be from CPI but using a different domain, it is not legitimate. Please do not share personal information or respond to such messages.

• 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 as the primary contact for technical support by answering technical questions, troubleshooting, and educating clients on Within within 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 and department heads 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 lookup 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 an issue is not resolved in a timely manner.
• Follow established procedures and report newly discovered issues.
• Enhance organization reputation by accepting ownership of unresolved issues/upset clients, exploring opportunities to add value to job accomplishments.

• High School Diploma or GED, required.
• Bachelor’s Degree in related field, or equivalent experience preferred.
• 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
  
  Gen design and general Internet connectivity and related dependencies (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 to identify and resolve unique problems.
• Adaptable to change, handling multiple projects and computer programs at once, working in basiert fast‑paced environment.
• Attention to detail, important to overall project delivery.
• 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, patient, 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.
• Elementary English proficiency required for communication.

Seniority level:
Associate

Employment type:

Full‑time

Job function:
Information Technology

• Medical insurance
• Vision insurance
• 401(k)
• Tuition assistance
• Disability insurance

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