Customer Support Center Consultant Level 1 (CSC 1)

Responsibilities

• Deliver Tier 1 and Tier 2 support by phone, email, and remote tools
• Troubleshoot, resolve, and escalate customer issues as needed
• Log, track, and update cases in the CRM through resolution
• Document solutions, identify trends, and support continuous process improvement
• Build strong product knowledge across Hart and partner solutions
• Work closely with customers and internal teams to drive timely, high-quality outcomes
• Support RMAs, upgrades, preventative maintenance, and election event readiness
• Perform system workstation validation processes to confirm customer readiness
• Support after-hours, weekend, holiday, and other duties as required
• Provide on-site troubleshooting, preventative maintenance, and election support, if needed

Qualifications

• Working knowledge of computers, networks, and internet operations
• Customer-first mindset with strong ownership and follow-through
• Clear, patient written and verbal communication (English required)
• Strong troubleshooting, analytical, and problem-solving skills
• Able to read and apply technical documentation
• Hart VS/EMS, county election, and/or second-language capability a plus