Customer Support Consultant (Level 1)
Operations
Summary
A Customer Support Center Consultant Level 1 (CSC 1) responds to requests for assistance from Hart InterCivic customers for all Hart InterCivic products.
Responsibilities:
- Maintain the highest levels of customer satisfaction
- Provide tier 1 and 2 support via phone, email, and otherwise remotely as needed
- Provide tier 1 and 2 election event support via phone, email, and otherwise for the entirety of each election event (including irregular hours)
- Work with other CSC members to maintain fair distribution of calls across all CSC representatives, including CSC call-takers and other staff (e.g., tier three direct support)
- Answer calls and respond to emailed issues, and document those issues, as an individual contributor, both during normal business hours and after hours
- Recreate customer environment when troubleshooting issues
- Document, track, and monitor problems to ensure timely resolutions
- Assist in determining root causes of problems for routine and non-routine issues and identify patterns for knowledge base sharing
- Follow procedures for logging, tracking, and reporting on internal and external issues through Hart’s problem management tracking (CRM) system
- Manage and communicate information and documentation for customer issues in a clear and organized manner
Qualifications:
- A minimum High School Diploma
- College level education or advanced technical certifications encouraged
- Minimum of 2 years direct customer support in a technical environment preferred
- Working knowledge of computer and internet operations is required
- A second language is a plus
- Strong functional knowledge of Hart VS and/or EMS products is preferred
- County election management experience is preferred
Required Skills and Experience:
- Customer first
- Self-starter, self-motivated
- Fluency in verbal and written English language
- Must be an excellent and effective verbal and written communicator
- Ability to communicate clearly and patiently with all types of individuals
- Ability to create, read, interpret, and comprehend reports, procedures, and business correspondence
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
- Must be conversant in software and technology terminology
- Strong analytical and troubleshooting skills
- Ability to remain calm in stressful or emergent situations
To Apply:
Email your resume and cover letter to Hart InterCivic Jobs.
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