Tier 1 Technical Support Specialist

CPI Card Group

Tier 1 Technical Support Specialist providing customer support for SaaS Instant Issuance Solution. Responsibilities include technical support, client training, and issue resolution.

Posted 6/25/2026full-timeNashville • Tennessee • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies

DNSFirewallsTCP/IPVoIP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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 general Internet connectivity and related dependency’s (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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingnetworkingIP routingDHCPFirewallsVPNVoIPdocumentationcustomer service

Soft Skills

communicationproblem-solvingcustomer relationship managementorganizationownershipliaisontrainingmonitoringreportingescalation

Certifications

High School DiplomaGEDBachelor’s DegreeA+ Networking certificate