Technical Support Tier I

Technical Support Tier I

Job Location s: US-TN-Nashville

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.

• 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.

• 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 design and related Internet connectivity 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 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.

• Must be able to remain in a stationary position (sitting or standing) a majority of the time.
• Occasionally move about inside the office to access cabinets and office machines.
• Constantly operates a computer and other office productivity machinery.
• Frequently communicates with co-workers on project requirements, must be able to exchange accurate written or verbal communications.
• Must be able to assess information from computers.

CPI Card Group is a payment technology company and leading…