Customer Support Consultant (Level 1)



A Customer Support Center Consultant Level 1 (CSC 1) responds to requests for assistance from Hart InterCivic customers for all Hart InterCivic products.


  • 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


  • 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.

Have questions?

Connect with us.

5 Steps to Foster Trust in Elections

Evidenced-based elections create confidence.

Learn more

Post Election Audits

Routine, transparent and paper-backed processes support voter trust.

Learn more

Testing Before the Vote

Best practices for verifying the integrity of your election.

Learn more