Customer Support Center Consultant Level 1 (CSC 1)

Hart InterCivic; Austin (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Hart InterCivic in Austin, TX seeks a Customer Support Center Consultant Level 1 to provide Tier 1–2 support for Hart InterCivic products. You will troubleshoot issues, route, and document cases, and deliver clear, customer-friendly solutions using product documentation.

This in-person role requires a high school diploma, 2+ years of technical customer support experience, and strong English communication. Expect collaboration with multiple departments and possible after-hours support.

Qualifications

• High school diploma required; college coursework a plus.
• 2+ years technical customer support experience and CRM experience.
• Clear, patient written and verbal communication in English; able to read technical docs.
• On-site role in Austin, TX; in-person interaction with customers and teams.

Responsibilities

• Deliver Tier 1 and Tier 2 support by phone, email, and remote tools.
• Troubleshoot, resolve, and elevate customer issues as needed.
• Log, track, and update cases in the CRM through resolution.
• Document solutions, identify trends, and support process improvements.
• Build product knowledge across Hart InterCivic and partner solutions.
• Collaborate with customers and internal teams to drive timely outcomes.
• Support RMAs, upgrades, maintenance, and election event readiness.
• Perform workstation validation to confirm customer readiness as needed.
• Provide after-hours/on-site support as required.

Skills

Customer focus

Ownership

Communication

Troubleshooting

Problem solving

Read technical documentation

Education

High school diploma

Tools

CRM system

Job description

Customer Support Center

Summary

The Customer Support Center Consultant Level 1 (CSC 1) provides Tier 1–2 support for Hart InterCivic products, helping customers troubleshoot issues and keep election operations running smoothly. The CSC I’s primary responsibilities are to:

· Resolve and route customer issues via phone, email, and remote tools

· Document cases in the CRM and communicate status through resolution

· Use product documentation to deliver clear, customer-friendly solutions

This role researches and resolves issues, supports hardware/software configuration and deployment, and provides training or on-site support as needed. It also documents processes and partners with other departments to improve service delivery.

This position follows the Proprietary Information and Intellectual Property Agreement and is responsible for protecting company information, including when working off-site or outside normal hours.

Responsibilities:

• Deliver Tier 1 and Tier 2 support by phone, email, and remote tools
• Troubleshoot, resolve, and elevate 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
• As needed, 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

Required Skills and Experience:

• This is an in‑person position
• High school diploma (required); college coursework/certifications a plus
• 2+ years technical customer support experience; CRM/case management experience