Job Description

Summary : 

A Customer Support Center Consultant Level 1 (CSC 1) responds to requests for assistance from Hart InterCivic customers for all Hart InterCivic products. The CSC I’s primary responsibilities are to:

• Answer, resolve and route customer queries
• Maintain professionalism and “customer first” approach in stressful situations
• Acquire, demonstrate, and maintain depth of knowledge with all Hart products and product documentation to best support Hart customers
• Acquire and maintain functional support-level knowledge of unique customer requirements and their implementation in Hart products
• Provide data tracking, reporting, and analytics for CSC projects
• Manage and maintain the security of Hart’s assets and customer information
• Serve as a backup/overflow resource Technical Services Workstation deployment and RMA management.

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.

This position will adhere to the Proprietary Information and Intellectual Property Agreement as it defines and communicates this position's responsibilities to protect the Company's information and information security. This responsibility extends outside the organization's premises and outside normal working hours, e.g., in the case of work-from-home.

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

· Work closely and cooperatively with Hart customers, Hart Supply Chain, Hart Professional Services, and Hart Engineering teams to ensure the highest levels of customer satisfaction

· Communicate effectively with customers, third party business partners, and employees

· Acquire and maintain functional level of knowledge for all Hart InterCivic and partner products and their modules

· Acquire and maintain a thorough knowledge and understanding of all product documentation methodology and content

· Assist with planning of Election Day Support events

· Perform field technical support as needed

· Perform daily maintenance, organization, and equipment readiness of Hart Solution Center room

· Stay informed on support methodologies and apply appropriately as environments and products evolve

· Engage in professional growth experiences, including training in software applications relevant to the position

· Comply with, and keep up with changes in, Hart InterCivic policies, procedures, and regulations

· Maintain a clean, organized, safe, and professional work environment

· Perform as a backup and verification resource to configure PCs for customer and internal use 

o Install, maintain, analyze, troubleshoot, and repair internal and external customer voting solution computer systems for company product applications, hardware, and computer peripherals 

o Test new hardware and software for compatibility with company applications

o Evaluate and install software upgrades to ensure proper systems operations and resolve system issues 

· Other duties as assigned.

Qualifications:

Education and experience:

· 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:

· 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.

Certifications: None Required

Job Tags

Similar Jobs