Overview:
Responsible for identifying and solving technical issues for the Technical Specialist Team; serve as main point-of-contact for the Team when resolving customer issues; leading the Technical Specialist training related to effective customer service; providing daily technical assistance to existing customers; and work on special technical projects as directed by the Card@Once Supervisor.

Responsibilities:

• Serve as primary contact for Technical Specialists when assisting with customer questions and issues by answering technical questions, trouble shooting, and implementing program changes.
• Provide training to existing and new Technical Specialists focusing on improving customer service and maintaining 5-Star Service.
• Provide feedback to technicians to improve performance.
• Provide excellent customer service on the phone and via email in a call center environment; assist CAO T1 with call volume during challenged intervals.
• Act as the point-of-contact between C@O Operations and C@O IT when researching, discussing, and solving customer escalated issues.
• Monitor ongoing customer issues and created tickets to ensure resolution.
• Act as liaison between Card@Once external clients and CPI Card Group internal customers (Graphic Design, Printing, and Fulfillment) to provide exceptional service to clients.
• Communicate effectively to clients and department heads via written and verbal reports.
• Assist in deployment to customers including but not limited to financial institution mergers.
• Provide technical training and support to customers as needed.
• Assist in creating an inspired Team Environment with open communication.
• Other responsibilities as assigned by management.

Qualifications:

• Understanding of DHCP, Firewalls, web services, and IPSec VPN concepts.
• Understanding of encryption and SSL validation practices.
• Strong analytical and technical problem-solving skills.
• Ability to adapt quickly to change, multi-task and work in a fast-paced environment.
• Excellent written and oral communication skills.
• Strong interpersonal skills.
• Computer literacy, including MS Excel, Word, and Outlook.

REQUIREMENTS:

• High School Diploma or GED, some college preferred.
• Minimum six (6) months’ experience on an IT Help Desk assisting remote users preferred.
• Minimum three (3) years’ experience troubleshooting hardware and software.
• Minimum three (3) years’ experience in a technical support role.

• Serve as primary contact for Technical Specialists when assisting with customer questions and issues by answering technical questions, trouble shooting, and implementing program changes.
• Provide training to existing and new Technical Specialists focusing on improving customer service and maintaining 5-Star Service.
• Provide feedback to technicians to improve performance.
• Provide excellent customer service on the phone and via email in a call center environment; assist CAO T1 with call volume during challenged intervals.
• Act as the point-of-contact between C@O Operations and C@O IT when researching, discussing, and solving customer escalated issues.
• Monitor ongoing customer issues and created tickets to ensure resolution.
• Act as liaison between Card@Once external clients and CPI Card Group internal customers (Graphic Design, Printing, and Fulfillment) to provide exceptional service to clients.
• Communicate effectively to clients and department heads via written and verbal reports.
• Assist in deployment to customers including but not limited to financial institution mergers.
• Provide technical training and support to customers as needed.
• Assist in creating an inspired Team Environment with open communication.
• Other responsibilities as assigned by management