Tier 1 Technical Support Specialist

Overview

Hybrid work schedules to reduce your commute!

We're seeking a Technical Specialist that can contribute to providing effective customer service and technical support for all internal and external CPI Card Group customers by utilizing excellent, in-depth technical knowledge of company products and programs as well as industry trends.

Responsibilities

Duties and Responsibilities:

• Provide excellent customer service on the phone and in-person and via email in a call center environment.
• Provide daily assistance to existing clients by being primary contact for technical support by answering technical questions, trouble shooting, and implementing program changes.
• Act as an empowered liaison between CPI Card Group external clients and CPI Card Group internal customers (Graphic Design, Information Technology, Printing, and Fulfillment) to provide exceptional service to clients.
• Promote product awareness through analysis of client needs and suggesting marketing material to distribute.
• Communicate effectively to clients, department head via written and verbal reports.
• Monitor ongoing customer issues to ensure resolution.
• Assist in deployment to customers.
• Report on traffic and trends and on technical competitor tools and strategies.
• Provide technical training and support to customers.
• Develop technical support and training tools that increase system usability and both technical and end-user documentation.

Qualifications

Knowledge, Skills, & Abilities:

• Understanding of DHCP, Firewalls, web services, and IPSec VPN concepts
• Strong analytical and technical problem solving skills in order to identify and resolve unique problems.
• Adapatable to change, handling multiple projects 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 as well as strong interpersonal skills.
• Computer literacy, including MS Excel, Word, and Outlook.
• Excellent typing skills
• Strong multitasking skills
• Ability to handle pressure of multiple deadlines while maintaining composure and professionalism.
• Proficient communication skills in reading, writing and speaking in English

Education / Experience:

• High School Diploma or GED, 4-Year College degree preferred, previous technical troubleshooting hardware and software required.
• Minimum 1 year in a technical support role. Related experience may be a substitute for education.

What we offer:

Competitive pay rates with annual merit reviews, plus other pay incentives

Immediate vesting of 401K with company match percentage

Tuition Reimbursement and on the job training

Health Care Coverage

• Coverage for medical, dental and vision starts the 1st of the month after 30 days
• Generous Company contribution to Health Savings Account for enrollees in HSA qualified medical plan

100% Company paid coverage for

• Short- and Long-Term Disability Insurance
• Life Insurance
• Health Advocacy
• Employee Assistance Program

Generous Time Off

• 2weeks paid vacation (accrued per pay period)
• 40 hours of paid personal time (pro-rated based on hire date)
• 6 scheduled paid holidays
• 3 floating paid holidays (pro-rated based on hire date)
• Additional time off benefits paid and/or unpaid may be available under applicable state regulations

Company Overview:CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. CPI has more than 20 years of experience in the payments market and is a trusted partner to financial institutions and payments services providers. Serving customers from locations throughout the United States, CPI has a large network of high security facilities, each of which is certified by one or more of the payment brands: Visa, Mastercard®, American Express and Discover®. Learn more at www.cpicardgroup.com.

The health and safety of our employees continues to be a top priority at CPI Card Group as we face the challenges associated with the COVID-19 pandemic. Across our production and fulfillment facilities we have implemented procedures such as enhanced cleaning and social distancing measures as a few examples of our commitment to the safety and health of our workplaces. We also continue to monitor federal, state and local health and safety guidelines and requirements to adjust our procedures as necessary.

Benefits:

Competitive pay rates and an inclusive, empowering and rewarding culture.Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.