Tier 1–2 Tech Support & On-Site Solutions

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

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.