CPI Card Group

Support Engineer

• Serve as the initial point of contact for customers using CPI Card Group's SaaS Instant Issuance solution.
• Provide excellent customer service via phone, in-person and email.
• Meet SLAs for call pick-up and call resolution times on the inbound call queue.
• Primary contact for technical support: answer technical questions, troubleshoot, and educate clients on products and services.
• Act as liaison between external clients and internal teams (Graphic Design, Information Technology, Printing, Fulfillment).
• Communicate effectively to clients and department heads via written and verbal reports.
• Monitor ongoing customer issues and open tickets to ensure resolution; maintain thorough ticket logs.
• Assist in deployment to customers and in user profile setup, inventory lookup and card stock balance issues.
• Provide technical training and support to customers; develop technical support and training tools and documentation.
• Write and submit escalations when issues are not resolved in a timely manner; follow established procedures and report newly discovered issues.
• Accept ownership of unresolved issues/upset clients and explore opportunities to add value.

Tier 1 Technical Support Specialist