Customer Support Center Consultant Level 1
Customer Support Center
Summary
A Customer Support Center Consultant Level 1 (CSC 1) responds to requests for assistance from Hart InterCivic customers for all Hart products.
The CSC must possess the ability to communicate clearly and professionally with customers and employees.
Under general direction, the CSC I performs a variety of complex duties to provide information systems and technology support for Hart voting and election management system solutions to internal and external customers; maintains operating stability and efficiency, and ensures the security of operations and company resources; organizes desktop and notebook systems and infrastructure; provides internal and external user training and support both in the office and in the field as required, provides support to the supply chain team, documents work, and works with Depot Repair group to minimize equipment repair cycle time(s). Also performs other duties as assigned.
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.
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.
- Experience with enterprise level case management application (CRM) preferred.
- 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:
- 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.Navigating VVSG 2.0
Essential insights for enhancing election integrity and the voter experience.
Learn more