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Escalation Specialist

2 months ago

Nashville Tennessee, United States CPI Card Group Full time


Overview:


CAO Escalation Specialist will be the specialized point of contact for customers experiencing a new or lingering issue, that is beyond scope of T1 and T2 support teams.

This role is responsible for providing excellent support, building and maintaining technical documentation, and becoming an expert on the technical challenges, requirements, and solutions of our SaaS Instant Issuance Solution.


Responsibilities:
Provide excellent internal and external customer service demonstrating a high level of professionalism in all forms of communications.


Research unresolved issues escalated from support eam and work with all internal and external partners to resolve technical or card related long-term customer issues.

This includes card manufacturing, card quality, printer quality, and other related issues.


Follow up with customers that have had issues resolved to continue to monitor and support the resolution and provided any other needed support.

Monitor ongoing open tickets to ensure timely resolution.

Support the development of all new partner integrations.

Perform and support analysis of operational items, reporting, ticket management, key metrics, and others as needed.

Manage the Zingtree software utilized by the Tier I staff. As needed, update existing material and create new material as needed.

Develop technical support and training tools that increase system usability including both technical and end-user documentation.

Serve as a backup to other specialists as needed and demand warrants

Handle outlier issues that require working with our vendors to resolve

Identify trends and present to vendors for long term solutions to these trends

Identify product/process enhancements to make quality of life better for client

Maintain expertise on company policies and the website for FAQs or policy related answers.

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.

Ensure systems are compliant with organization policies and security standards.

Qualifications:
Proven excellent written and oral communication skills in English, including verbal communication, listening, and interpersonal skills.

Strong analytical and technical problem-solving skills in order to identify and resolve unique problems.

Adaptable to change, handling multiple projects and computer programs at once, working in a fast-paced environment.

Attention to detail in the individual processes is important to overall project.

Excellent typing skills and computer literacy, including MS Excel, Word, and Outlook.

Ability to handle pressure of multiple deadlines while maintaining composure and professionalism.

Ability to remain resilient, project patience and empathy, and provide excellent client service when dealing with stressful situations.

Requirements:
High School Diploma or GED, required.

4-6 years of applicable IT Support experience.

Bachelor's Degree in related field, or equivalent experience.

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

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 (url removed).

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 Vacation 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.

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