Coordenador de Suporte Técnico liderando time para entregar soluções de hospedagem. Atuando na melhoria de processos e interação com clientes estratégicos.
About the role
- 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.
Requirements
- 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 dependencies (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.
- Strong analytical and technical problem-solving skills.
- Adaptable to change, handling multiple projects and computer programs at once.
- Attention to detail in processes.
- Excellent written and oral communication skills.
- 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.
- Self-disciplined to manage own schedule and adhere to it.
- Exhibit professional, courteous, and friendly behavior.
- Ability to multi-task, set priorities and manage time effectively.
- Problem solving skills.
- Elementary English proficiency communication skills necessary.
- Applicants must be authorized to work for any employer in the U.S.; employer cannot sponsor visas.
Benefits
- Competitive pay rates and an inclusive, empowering and rewarding culture.
- Medical insurance
- Dental insurance
- Vision insurance
- Long Term Disability
- Short Term Disability
- Life Insurance
- Accident Insurance
- Critical Illness Insurance
- FSA
- HSA
- Vacation and Holiday Pay
- Tuition Reimbursement
- 401(k) with a competitive company match percentage
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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