Card at Once Lead Technical Specialist

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.

• 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.

• 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.

Physical Demands:

• Ability to be work a minimum of 40 hours per week; position is hybrid so will require being onsite when needed for training and other projects;
• Hours are minimum 40 hours per week during company’s regular business hours however evening and weekend work may be required as job duties demand;
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus;
• Work is in a typical office environment; prolonged sitting required (1-2 hours at a time); ability to move around the facility; reach; bend; stoop; lifting up to 20 lbs occasionally;
• Position may require minimal travel by car and/or plane.

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. Learn more at www.cpicardgroup.com.

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.