Customer Support Consultant (CSC)

OVERVIEW

A Customer Support Consultant responds to requests for assistance from Hart InterCivic customers for all Hart InterCivic products.  The CSC’s primary responsibilities are to;

  • Answer, resolve and route customer queries,
  • Deal with problems in a professional manner,
  • Read and interpret documents such as user guides and training manuals and translate the information to the customer in a manner which they can understand. 

The CSC must possess the ability to communicate effectively with customers or employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Acquires a functional level of knowledge for all Hart InterCivic products and their modules
  • Manages and organizes information and documentation for customer issues
  • Applies advanced knowledge of computer software tools to problem-solving situations
  • Engages in professional growth experiences, including training in software applications relevant to the position
  • Stays informed on support methodologies
  • Keeps up with revisions to any relevant materials
  • Works cooperatively with Hart InterCivic field personnel to ensure customer satisfaction
  • Complies with, and keeps up with changes in, Hart InterCivic policies, procedures and regulations
  • Primary backup to RMA Support Consultant II

EDUCATION/EXPERIENCE:

A minimum High School Diploma, plus 2-4 years direct customer support in a technical environment. College level education or advanced technical certifications encouraged. A working knowledge of computer and internet operations is required.  Experience with an enterprise level ticketing application, county election management and/or county records management is preferred. 

QUALIFICATIONS: (Knowledge, Skill and Ability)

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS: Effective written and oral communication skills are required.  

REASONING ABILITY: The ability to “multi-task”, plan time effectively, problem solve, apply logic and reason to a situation.  The successful consultant must possess the ability to accurately assess a given situation and decide the logical course of action.

CERTIFICATES, LICENSES, REGISTRATIONS: Support certification and membership in professional support organizations are preferred.

PHYSICAL DEMANDS: CSC’s may need to do light lifting.  The ability to sit at a workstation for extended periods is required.

WORK ENVIRONMENT: CSC’s will, almost exclusively, be deployed in a stationary office environment.  They may be occasionally required to visit customer sites or trade events for various reasons.

CUSTOMER SUPPORT CONSULTANT

THE POSITION:

The position is responsible for providing application and hardware support to Hart InterCivic customers via telephone and email for all Hart InterCivic products.  The Support Consultant is also responsible for monitoring all requests to ensure efficient, effective resolution.  The successful CSC will work directly with customers and other staff members.  The position is responsible for responding to customer contacts, dealing with issues in a professional manner, providing technical direction to customers in a manner they can understand and being a customer advocate.  The CSC must have outstanding written and verbal communication skills.

DO YOU HAVE THESE SKILLS?

A minimum High School Diploma, plus 2-4 years direct customer support in a technical environment.   The CSC must have outstanding written and verbal communication skills, a working knowledge of computer and internet operations.  Experience with an enterprise level ticketing application, county election management and/or county records management is preferred.  College experience, technical or support certifications are also preferred.

HOW TO APPLY

Email your resume and cover letter with salary requirements to [email protected]. Please put "Customer Support Consultant" in the email subject field.

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